The KYC or "Know Your Customer" process refers to how financial institutions verify their user's identity for security purposes.
- Why do you need to verify my identity?
- Ponto is required by US regulators to verify the identity of anyone who wants to use our financial services. Users are only required to submit and pass KYC once per Ponto partner.
- What data do you need to verify my identity?
- We are required to collect the following information to verify KYC:
- Full legal name
- Phone number
- Date of birth
- Mailing address
- Social Security number
- Identification: driver's license, state ID, or passport
- Liveness selfie check
- We are required to collect the following information to verify KYC:
- What is a liveness selfie check?
- The liveness selfie check is a form of biometric liveness detection to ensure you are a living human and not a robot.
- Why was my KYC verification not immediately verified?
- In some cases, KYC can take up to 24 hours to pass verification. If you receive a notification to check back in 24 hours, your verification is taking a bit longer. If you still cannot access Ponto after 24 hours please contact support@ponto.org
- Why was I unable to create an account?
- Ponto is required to verify the identity of everyone using its services. In some cases, we are unable to create an account because we were not able to verify your identity to complete KYC requirements. Common blockers include:
- Blurry photos
- Pictures of IDs/Passports must show all four corners
- Mismatched addresses
- Typos
- Using nicknames vs legal names
- You are a resident of a state that we do not support yet.
- Please review your submitted information to ensure only clear photos were submitted and correct spelling and numerals are accurate. If you’re still encountering this error please reach out to us at support@ponto.org.
- Ponto is required to verify the identity of everyone using its services. In some cases, we are unable to create an account because we were not able to verify your identity to complete KYC requirements. Common blockers include:
- Why was my identity unable to be verified?
- This could be for a number of reasons. We work with external partners to verify information submitted for KYC. Common blockers include:
- Submitting blurry photos
- Mismatched addresses
- Typos
- Using nicknames vs legal names
- You reside in a state that we do not support yet
- Please review your information thoroughly before submitting to ensure accuracy. If you’re still encountering this error please contact support@ponto.org
- This could be for a number of reasons. We work with external partners to verify information submitted for KYC. Common blockers include:
- Why was my account frozen?
- If your account has been found to violate Ponto’s terms and conditions (link here) or for regulatory reasons, it may be frozen and suspended from any further activity. If you believe your account to be frozen please contact support@ponto.org
- How does KYC get handled?
- Ponto collects your KYC information and partners with Onfido to verify your identity. Your information is confidential. You can read more about our confidentiality privacy notice at https://ponto.org/policies/ponto-software-consumer-privacy-notice.pdf and https://ponto.org/policies/ponto-software-ccpa-policy.pdf
- Can I delete my account on Ponto?
- Yes, please contact support@ponto.org and we’ll assist you in deleting your account at any time.