KYC (Know Your Customer) verification is required for certain features on Zobo, including some withdrawal methods and higher earning tiers. If you're experiencing issues with KYC verification, this guide will help you resolve them.
Common KYC Issues and Solutions
Name Mismatch Error
The Problem: Your KYC verification keeps getting rejected or failing.
The Solution: Your KYC details must exactly match the name you used when signing up for Zobo.
Critical Requirements:
First name on your ID must match your Zobo signup first name
Last name on your ID must match your Zobo signup last name
Spelling must be identical
No extra spaces, characters, or punctuation
No nicknames or shortened versions
Example of Correct Matching:
ID shows: "Michael Johnson"
Zobo account: "Michael" and "Johnson" ✓
Example of Incorrect Matching:
ID shows: "Michael Johnson"
Zobo account: "Mike" and "Johnson" ✗
How to Edit Your Name
If you signed up with a different name than what's on your ID, you can fix this:
Open Zobo and go to Account
Navigate to Profile Settings
Find the First Name and Last Name fields
Update them to exactly match your government-issued ID
Double-check spelling and spacing
Save your changes
Wait a moment for the system to update
Try KYC verification again
Important: Make sure there are no extra spaces before or after your names when editing.
OTP Delivery Issues
Delayed or Missing OTP Codes
The Problem: You're not receiving the one-time password (OTP) codes needed to complete KYC verification, or they're arriving too late.
The Solution: Use the WhatsApp option instead of SMS.
How to Use WhatsApp OTP:
Start the KYC verification process in Zobo
When prompted to receive your OTP code
Look for the delivery method options
Select "Send via WhatsApp" instead of SMS
Open WhatsApp on your phone
You should receive the OTP code within seconds
Enter the code in Zobo to continue verification
Why WhatsApp Works Better:
Faster delivery than SMS in most countries
More reliable, especially internationally
Works over WiFi, doesn't require cellular signal
Less likely to be blocked by carriers
Still Not Receiving WhatsApp OTP?
If you've selected WhatsApp but still aren't getting codes:
Make sure the phone number linked to your Zobo account has WhatsApp installed
Check that your WhatsApp is active and can receive messages
Verify your phone number is entered correctly in Zobo
Try restarting WhatsApp
Check your WhatsApp spam or archived messages
Document Requirements
To ensure smooth KYC verification, your ID document should:
Be Clear and Readable:
All text must be legible
No blurry or dark photos
All four corners of the document visible
No glare or shadows covering information
Be Valid:
Not expired
Government-issued (passport, national ID, driver's license)
Shows your full legal name matching your Zobo account
Show Required Information:
Full name
Date of birth
Photo
Document number
Expiration date
Step-by-Step KYC Verification
Here's the complete process for successful verification:
Update Your Name (if needed)
Go to Account → Profile Settings
Edit first and last name to match your ID exactly
Save changes
Prepare Your Document
Have a clear photo or scan of your government ID ready
Ensure good lighting and no obstructions
Check that all information is readable
Start Verification
Navigate to the KYC section in Zobo
Follow the prompts to upload your document
Take clear photos as instructed
Verify Phone Number
Enter your phone number when prompted
Select WhatsApp as your OTP delivery method
Check WhatsApp for your code
Enter the code in Zobo
Complete Additional Steps
Follow any additional verification steps
This might include a selfie or liveness check
Follow the on-screen instructions carefully
Wait for Approval
Most verifications complete within a few minutes
Some may take up to 24 hours for manual review
You'll receive a notification once approved
What to Do If Verification Fails
If your KYC verification is rejected even after following these steps:
First, Check:
✓ Names match exactly between ID and Zobo account
✓ ID photo is clear and readable
✓ ID is not expired
✓ All document corners are visible
✓ No information is covered or blurred
Then Contact Support:
If you've verified everything above and still face issues:
Go to Account → Help in the Zobo app
Select "KYC Verification Issues"
Provide the following information:
Screenshot of the error you're seeing
Clear photo of your ID (you can blur sensitive info except name)
Confirmation that your names match
Description of what happens when you try to verify
Our support team will investigate and help you complete verification.
Tips for Successful Verification
Do's:
✓ Use your legal name exactly as it appears on ID
✓ Choose WhatsApp for OTP delivery
✓ Take photos in good lighting
✓ Ensure your ID is valid and not expired
✓ Follow instructions carefully at each step
Don'ts:
✗ Don't use nicknames or shortened names
✗ Don't submit blurry or partial ID photos
✗ Don't cover any part of your ID in photos
✗ Don't use expired documents
✗ Don't use SMS if WhatsApp is available
Why KYC Matters
KYC verification:
Protects your account from unauthorized access
Enables higher withdrawal limits
Unlocks premium features and campaigns
Ensures compliance with financial regulations
Keeps the Zobo community safe
Privacy and Security
Your KYC information is:
Encrypted and stored securely
Only used for verification purposes
Never shared with third parties without your consent
Protected under data privacy regulations
Need More Help?
If you're still experiencing KYC issues after following this guide:
Contact Zobo support through in-app chat
Email our support team with your specific issue
Include any error messages or screenshots you're seeing
We're here to help you get verified and start earning without barriers.