Your account will be flagged for identity verification after meeting certain criteria. When this happens, you will be reminded through email and push notification.

From the day these reminders are sent, you have 30 days to verify your account.

After 30 days, if your account is not verified yet, it will be frozen until you complete verification.

We do not stop clients from declaring false information at any point. However, this will result in the account failing verification during review. We strongly encourage you to be as truthful as possible. 

If you're asked to verify your account, please prepare the following:

A proof of ID

A proof of Address

You will see a red banner with the words "verify account" appear on the top of your app if you are selected for further verification. Tap on the banner to begin.

This presents the "verify your account" blurb. 

Press "Proceed" to continue".

1. Confirming your country of residence 

The next window shows a form that will be pre-filled with the data that's already in your account.

This data would be given to us when you sign up for a TenX Wallet account, or when you order a TenX Card.

If you do not need to make any changes, you may tap "Proceed".

If you need to make any changes:

1. Select your country from the drop down.

If you do not find your country in this dropdown, your country is currently unsupported. Check support for your region here.

Then scroll downwards by swiping up and select your country of residence in the other drop downlist.

2. Don't forget to update your country of residence, if it is different from your country of citizenship.

You can do so by toggling the "same as country of citizenship" slider.

If the slider is i"off", you can select a country of residence from a separate drop down list.

Otherwise, the country of citizenship and residence will be one and the same.

3. Once you have made your changes, ensure that the "these are my legal..." checkbox is still checked.

Then, tap "Proceed" to update your country of citizenship and residence. 

Confirming your phone number

Set your phone number here. 

In the case of the phone number, the country code is already pre-filled for you when you have confirmed your country of residence - it cannot be changed at this point. 

This phone number's validity would need to be confirmed by our system, so tap on "send code".

A 6-digit code will be sent via SMS phone number you have submitted.

Enter the 6 digit code you received into this, and tap on Submit Code.

3. Confirming Your Email Address

You'll be asked to confirm your email next.

This field will already be pre-filled using your account email. 

If you are still using the same email address, you can skip this by pressing "Save".

If you have changed your account email in the last step, you will need to reverify your email address. 

This will also have the side effect of changing the login email for your account.

If you have not changed your email, you can skip this step.

Check your new email address for this verification email, and tap on the link there.

Afterwards, return to the app and tap "I'm verified". 

4. Submitting Your Personal Details

4a Verifying your citizenship info

Tap on "Add Citizenship Info".

This section will already be pre-filled with the data you entered when you first signed up for a TenX wallet account.

You may optionally make changes to your personal data here.  

Confirm your personal details here, then tap on Proof of Identity.

Take a photo of your travel passport.

You will be given the opportunity to confirm its quality. Tap on re-take if you need to re-take the proof of ID.

Tap "confirm" if you are satisfied with the quality.

Citizenship info submission is complete when both check marks for personal details and proof of identity are in green.

Once done, tap on "Save".

4b. Confirming your residence info

If you have ordered a card, this section will be pre-filled with the residence info you have given us when you placed the order.

Fill in or update your residence details here, then tap "Proof of Address".

Tap on "Take Photo". 

Take a photo of your proof of address.

We only need one page - the page with your residential address on it.

A full, un-cropped page must be taken. 

Check your proof of address submission. 

Tap on "re-take" if you need to retake your proof of address again.

Otherwise tap confirm.

Residence info is complete when both address and proof of address are submitted.

Tap on Save.

5. Completing submission

If you are sure all the information you have submitted is correct, tap on "Yes, Submit".

I need to resubmit my account verification

Your submissions can fail for a number of reasons listed here.

You will only need to resubmit verification if you have been informed that you have failed - in this case the verification interface will be enabled again.

If you need to resubmit a document urgently, contact support at support@tenx.tech so we can cancel the review process and reset the submission; doing so if this is your first time submitting, however, will likely result in having to perform the entire submission procedure from scratch.

The submission splash will also duly inform you of the failed submission.

Tap on "Check Particulars" to continue. 

In all confirmation steps, items that require a second round of verification will be highlighted with a red exclamation mark and red text.

The information on these needs to be checked and resubmitted.

Tap on the Save button to complete your resubmission.

Your application will be reviewed in 1 week.