If your KYC verification was not approved, don't worry—it's usually a quick fix. Below are the most common reasons for rejection and exactly what to do for each one.

1. Blurry or Unclear Document

Your ID, KRA PIN Certificate, or Passport photo was not clear enough for our verification team to read.

How to fix it:

• Place your document on a dark, flat surface

• Ensure the room is well-lit (natural light works best)

• Hold your phone steady or place it on a surface to avoid shaking

• Make sure all text, numbers, and your photo are sharp and readable

• Retake the photo and resubmit

2. Missing Document

You may have uploaded one document but not the others. All required documents must be submitted.

What's required:

• National ID (both sides) or Passport

• KRA PIN Certificate (or tax certificate from your country of residence)

• A clear selfie

How to fix it:

• Check which document is marked as missing in your rejection notification

• Upload the missing document

• Make sure all three requirements are submitted

3. Expired Document

The ID, Passport, or KRA PIN Certificate you submitted has passed its expiry date.

How to fix it:

• Check the expiry date on your document

• If expired, you will need to renew it with the issuing authority before resubmitting

• If your KRA PIN Certificate needs updating, you can retrieve your current certificate via the iTax portal

• Upload the valid, current document

4. Facial Verification Failed

The selfie you submitted didn't match the photo on your ID or Passport. This can happen even if it's definitely you.

Common causes:

• Poor lighting casting shadows on your face

• Holding the phone at an unusual angle

• Wearing glasses, a hat, or anything that changes your appearance from your ID photo

• An older ID photo that looks different from how you look now

How to fix it:

• Find a well-lit room with even lighting on your face

• Hold the phone at eye level, facing you directly

• Remove sunglasses, hats, or anything covering your face

• Keep a neutral expression (no smiling widely or tilting your head)

• Retake the selfie and resubmit

5. Details Don't Match

The name or other details on your documents don't match what you entered during registration.

How to fix it:

• Check the name on your registration exactly matches the name on your ID and KRA PIN Certificate

• If your name has changed (e.g., after marriage) and your documents reflect different names, you may need to provide a supporting document such as a marriage certificate

• Contact support if you need help updating your registration details

6. Incorrect Document Type Uploaded

You may have uploaded the wrong document by mistake (e.g., uploading a driving license instead of a National ID, or uploading a different certificate instead of your KRA PIN Certificate).

How to fix it:

• Check the rejection reason to see which document was incorrect

• Locate the correct document

• Upload the right document and resubmit

7. Duplicate Account Detected

Your details match an existing Ndovu account. This usually happens if you previously registered and are attempting to create a second account.

How to fix it:

• If you already have an Ndovu account, log in with your existing credentials

• Use the "Forgot Password" option if you can't remember your login details

• If you believe this is an error, contact support for assistance

• Do not attempt to create multiple accounts—this is flagged by our system

How to resubmit your documents:

1. Open the Ndovu app

2. Tap the KYC notification or go to the Verification section

3. You'll see which document was rejected and the reason

4. Re-upload the affected document following the guidance above

5. Submit for review

Once resubmitted, verification typically takes 48 hours. You'll receive an in-app notification once your account is activated.

Need help?

If you've followed the steps above and are still having trouble, or if your rejection reason isn't listed here, contact our support team by clicking here. We'll walk you through exactly what you need to do.