Why am I asked to verify my account again?

We have enhanced your experience and require you to verify your account again to help us confirm your identity and ensure the security of your account, reducing potential delays or issues with your transactions.

When will I be required to verify my account? 

You will receive a prompt to verify your account when you attempt to make a transaction. Please note that you must complete your account verification before you will be able to carry out transactions on Send App. 

How does the verification process work?

You will need to go through 2 stages of verification.

1. ID Document Verification: You will be prompted to submit a valid government issued ID card and perform a liveness check.

2. Additional information about you: You will be prompted to provide additional information about you. This includes:

   1. Source of income

   2. Estimated monthly send on Send App

   3. Tax residence

   4. Tax identification number (See here for more information on how to retrieve your tax ID)

   5. Confirm if you are a Politically Exposed Person (PEP). Note: A Politically Exposed Person (PEP) is someone who holds or has held a prominent public role, such as a government official, senior executive, judicial figure, royal family member etc. along with their close family members and associates. 

How long will it take to verify my account?

Once you complete the verification process, you will get a decision within 15 minutes.

What does my verification status mean?

If you experience delays or need assistance, please contact our support team via the In-app chat messenger on your dashboard or send an email to send@flutterwavego.com.

First response timelines:

• Chat: We will acknowledge receipt of your chat message within 15 minutes from the moment you contact us.

• Email: We will acknowledge receipt of your email within 1 hour from the moment you contact us.

Resolution timelines: 

We will review your complaint and provide you with resolution details within 24 hours. In some cases, we may need to engage our verification partner for further checks or resolution.  Where further engagement is required, resolution feedback will be provided to you within 48 hours. Rest assured, we will keep you informed throughout the process.

What type of ID document is accepted for verification?

To complete your verification, you must provide an international ID document that includes a translation into English. Here’s a list of the documents we accept:

• Lithuania

  • Passport; 

  • ID card; 

  • Lithuanian Resident Permit.

• European Economic Area (EEA)

  • Passport; 

  • ID card.

• Rest of the world

  • Passport

Request for additional information

Please note that after the verification process, we might require additional information from you to help us confirm your identity, and secure your account. In such cases, we will notify you via email and in-app to provide us with specific information or documents. 

Once you provide us with the required information, you will get a final decision within 24 hours. 

What are the Tier/Transaction Limits for users in Europe?

Tier 2

An account that has provided the basic personal information and has completed the verification process (Submitted a valid ID, proof of residential address & provided additional information).

• Limits:

  • Can send up to 10,000 EUR monthly.

  • Can send up to 100,000 EUR yearly.

  • Can perform up to 5 transactions daily.

Tier 3

An account completed the Tier 2 requirements and provided additional information about their beneficiary & transactions (relationship with beneficiary, purpose of transaction and source of funds)

• Limits:

  • Can send up to 100,000 EUR monthly.

  • Can send up to 300,000 EUR yearly.

  • Can perform up to 5 transactions daily.

How can I increase my limit?

To increase your limit, navigate to the “Account limit” tab in your profile and click on the “increase limit” button to begin.