Verification / KYC / Registration

How should I take my selfie when doing verification?

When uploading a selfie, please take note of the following:

• Please hold your ID in your hand and close to your face.
• The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light.
• Do not edit the selfie in a...

Why do I need to complete a Risk Assessment?

Koinexpert is a registered accountable institution with the Financial Intelligence Centre (FIC) as required under Section 43B(1) of FICA. This means that Koinexpert needs to adhere to the requirements set out by the Centre in Financial Intelligence Centre Act (Act 38 of 2001) including all amendments to the Act.

The FIC Act incorporates a risk-based approach to compliance elements such as customer due diligence into the regulatory framework. Th...

What do I do if the system does not want to accept my bank account information?

1. Is the bank account registered in your name? 
2. Is the information you have entered into the system accurate? 

If the problem persists, please log a ticket to helpdesk@koinexpert.com with the following information: 

1. A screenshot of the page. Ensure that the information and error displayed are visible. 
2. Your ID number.
3. Your bank account information:
   3.1. Bank 
   3.2. Account Holder
   3.3. Account Type
   3.4. Account Number

I selected the wrong intermediary. How do I correct it?

Unfortunately, you can not change it on your side. Please log a ticket to helpdesk@koinexpert.com to reset your profile for intermediary selection. 

I made a mistake on my application. What should I do now?

Not to worry, simply follow these steps:

1. Please continue with your application and submit it as it is to us for review.
2. You may reply to our automated response with the correct information/documentation.
3. Our Support Team will identify any areas of concern and communicate them to you for your attention.

How do I update my personal information?

We live in an evolving world! We understand that there are always things that change. All you need to do is log a ticket to helpdesk@koinexpert.com. Our Support Team will advise on the way forward.

What documents are acceptable as proof of residence?

Any one of the following documents reflecting your name and physical residential address within their validity period:

• Utility Bill,
• Lease or Rental Agreement,
• Municipal Rates and Taxes,
• Levy Statement,
• Official SARS Document,
• Mortgage Statement,
• Cellular or Telephone Invoice,
• Television Licence,
• Insurance Policy,
• Motor Vehicle Licence,
• Investment Statement,
• Letter from Municipal Representative,
• Government Issued Document,
• Retail or Credit Accou...

I did not receive an OTP. What should I do now?

1. Request a new OTP
   1.1. Wait on the OTP page for about 1 minute.
   1.2. Click on the resend OTP option when it becomes available.
   1.3. Follow the instructions.
2. Check that you have a good and reliable connection.
3. Check that there is no SMS blocker on your device/handset.
4. Log a ticket with us at helpdesk@koinexpert.com.
   4.1. Ensure to provide us with the below important ...

How long does verification take?