Verification problems

This article explains the messages you may see during identity verification and setup of your business’s Vav account, and how to get past each one.

“Finish verification to use this feature”

What it means: Money features (adding money, sending, bank transfers) stay locked until the identity check is verified and the account setup is approved.

What to do:

1. Open the verification screen (on the app it appears after sign-in; on the web it is on your Account page).
2. Finish both steps: “Verify my identity” and the “Connect your account” questions, then “Finish setup”.
3. See Verify your identity for the full walkthrough.

“Still reviewing — this usually takes under a minute.”

What it means: Your documents were submitted and are being checked. This is not an error.

What to do:

1. Wait on the screen — the status updates by itself.
2. If it stays in review much longer, use the “Check status” link, or close and reopen the screen.
3. Reviews can occasionally take longer.

“That photo is too small for verification — retake it at a higher quality”

What it means: The photo you uploaded is below the minimum quality (at least 200×200 pixels), so it cannot be checked.

What to do:

1. Retake the photo with your camera instead of uploading a small saved image.
2. Fill the frame with the document, in good light, without blur.

“Document front, back and selfie are required” / “Both photos are required”

What it means: One of the required photos is missing. Most ID types need the front and the back; passports only need the photo page. A selfie is always required.

What to do:

1. Go back to the “Photos” step and check each item shows ”✓ added”.
2. Add the missing photo, then continue.

“That phone number isn’t valid — check the country code and number.”

What it means: The phone number does not match the numbering rules for the country you picked. For example, Pakistani mobile numbers start with 3 after the country code.

What to do:

1. Check you selected the right country.
2. Enter the number without the leading zero, for example +92 3xx xxxxxxx.

“Proof of address must be a PDF, PNG or JPEG file” / “Proof of address must be under 5MB”

What it means: The address document you uploaded has the wrong file type or is too large.

What to do:

1. Upload a PDF, PNG, or JPEG.
2. If the file is too big, take a photo at a lower resolution or export a smaller PDF. See Proof of address for which documents are accepted.

“The verification was declined — you can try again”

What it means: The identity check did not pass. The screen shows the reason the check gave, for example an unreadable document.

What to do:

1. Read the reason shown on screen and fix exactly that — better light, a different document, or matching details.
2. Tap “Verify my identity” to try again. There is no limit on retries.
3. See Verification declined for common rejection reasons.

“We need another document” / “Verification needs another try — see below”

What it means: Your identity passed, but the account review flagged one item — usually the ID photo or the proof of address — and needs a redo.

What to do:

1. The message tells you which part was flagged.
2. Tap “Update” in the Identity step and redo only that part.
3. Then press “Resubmit to bank”. We re-send your latest documents automatically — there is nothing extra to upload. You will see “Resubmitted — we’re reviewing it again”.

“Please answer all the questions” / “Please accept the terms to continue” / “Enter your [tax number]”

What it means: The “Connect your account” step is incomplete — a question, the terms checkbox, or your tax number is missing.

What to do:

1. Scroll through the form and fill every field.
2. The tax field is labeled for your country. For some countries it is filled automatically from your verified ID and you will not see it at all.
3. Tick “I accept the terms…” and press “Finish setup”.

“Complete the account questionnaire first”

What it means: You tried to use a bank feature before finishing the “Connect your account” questions.

What to do:

1. Go back to the setup screen and answer the “Connect your account” questions, then “Finish setup”.

“Verification is temporarily unavailable” / “Could not start the verification”

What it means: The verification service could not be reached right now. Nothing is wrong with your account.

What to do:

1. Wait a few minutes and tap “Verify my identity” again.
2. Check your internet connection.
3. If it keeps failing for hours, email support@vav.global.

“Saved, but couldn’t finish syncing — try again from the verification screen”

What it means: Your details were saved, but the final sync step did not complete.

What to do:

1. Reopen the verification screen — it usually completes on its own.
2. If the status does not update, press “Update” and run the check again.

“Could not save identity” / “Could not finish setup” / “Could not resubmit”

What it means: A general error while saving — usually a connection problem.

What to do:

1. Check your connection and press the button again. Your typed answers are kept on the screen.
2. If it repeats, email support@vav.global with the exact message you see.

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