Frequently Asked Questions

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Identity Verification

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This involves collecting a copy of government-issued ID from you. 

As a financially regulated company, we are required by law to verify all our customers. Part of this process is identity verification. 

You can upload your ID securely via the App, the link in the email we sent you or alternatively email the Kyshi Customer Support team.

 

As a financially regulated company, we are required by law to verify all our customers. The type of verification we will need can be different depending on the amount that you are sending, and your country of residence or the country you are sending from. This is because each country has different regulations that Kyshi is required to abide by.
 

Usually, we will only be required to check your name, address, and date of birth. However, in some circumstances, we may also require further information in order to comply with our regulatory obligations. This can include the purpose of your transfer or source of funds, for example.
 

We will contact you if we require anything from you, so please ensure you check your emails regularly.

 

Verification can be done either on the app or via email, depending on the wallet being created. You can find outstanding requests (documents or information) in your Kyshi account. Follow all the instructions and pay attention to the on-screen tips while uploading your document. This ensures that your document is accepted first time and the verification process concludes swiftly.

 

During weekdays (Monday to Friday) the verification process usually takes a few business hours and on weekends and holidays a bit longer. We will usually contact you by email if we need further information.

We will continue to ensure the process does not take your time and is done swiftly while maintaining the highest security standard which is vital as a regulated financial services company. This means we have to ask customers for more information, even if they have a long standing relationship with Kyshi. 

  1. The type of verification we will need can be different depending on the amount that you are sending, and your country of residence or the country you are sending from. This is because each country you can send from will have different laws that Kyshi needs to abide by.

Please select your country below to see what applies:

When submitting your ID, please ensure that it is a high-quality photo or scan of a valid government-issued ID showing:

  • Document number

  • Your photo

  • Your full name

  • Your date of birth

  • Your signature

  • The expiry date

  • The place of issue (if any)

  • The full machine-readable zone (the two lines of letters and numbers at the bottom of the document) if present 

The full name and date of birth must match the details on your Kyshi account.

If any details do not match, please reach out to us via support@kyshi.co. We are always happy to help!

 

National ID 

•    No glare

•    Document number

•    The front and back of the ID card

 

Passport

•    No reflection

•    Your photo

•    Your full name*

•    Your date of birth*

•    All four corners of the document must be visible

 

Driving License    

•    High Resolution

•    Your signature

•    Expiry date

•    The place of issue

•    The full machine-readable zone (the 2 lines of letters and numbers at the bottom of the document) if present.

•    The front and back of the Driving License

 

*Must match the details in your Kyshi account.

 

As a financially regulated company, we are required by law to verify all our customers. Part of this process can involve address verification. 

 

Address verification checks that you live where you previously provided as your address on Kyshi App.


To verify your address, you can upload the document showing your home address anytime via the App, via the link in the email we sent or alternatively emailing the Kyshi Customer Support - support@kyshi.co.

ID documents we can usually accept include:

- Utility Bill

•    This can be gas, electricity, water bill, or an insurance certificate.

•    We cannot accept mobile phone bills

•    This must be no older than 3 months

- Driving Licence

•    This must show your address

•    This must be in date – we cannot accept expired documents

- Bank / Credit card statement

•    The document must be no older than 3 months

•    Or if you are in the UK you can use the Open Banking functionality that allows us to access your transaction history 

- Council tax bill, or a HMRC notification

- Vehicle registration or tax

 

When submitting your proof of address, please ensure that it is a high-quality photo or scan of a valid document showing:

Your full name 

Your full home address (This cannot be a PO Box address or an office/workplace address.) 

The date of issue (This should not be more than 3 months old)

A logo or clear name of the sender (This should appear on all official bills or statements as a letterhead)

The nature of the document: like the type of bill, subject of the letter, etc

The name and address on the document must match the details on your Kyshi account.

If any details do not match, please reach out to us via support@kyshi.co. We are always happy to help!

 

If your document is not accepted, it could be for several reasons. Reasons documents cannot be accepted can include:

  • The date - If the document is older than 3 months, we cannot accept it.

  • The details on your document - Name and address on the document provided must match details on your Kyshi account. The details must be for your home residence, not a PO Box or workplace.

  • The details are not clearly visible or the picture is blurry.

  • The document type may not be one we can accept (for example a mobile phone bill).

  • The document is not from a Local Authority or FCA authorised institution and was not issued within the last 12 months. For example, a yearly council tax bill or a letter confirming the opening of a bank account.

  • Where we have requested for a ID document and an address document, these must be separate documents

  • The image is of a document on the screen of another device, not the physical document.

  • Any watermarks are not visible.

Your information and/or documents are stored on our secured servers. We only use these when we are completing our Know Your Customer (KYC) checks.

 

You can read more about our privacy policy and how we use your information on the Settings section of the App.

 

If we have requested documents from you, you can upload these to the App on your phone or 

via the link in the email, we sent you. Clicking that link will allow you to upload images of your documents straight to your account.

Alternatively, you can email these directly to our Kyshi Customer Support - support@kyshi.co. For security reasons, please ensure that you contact us from the email address registered to your account.