Verification Issues

Having Trouble with Verification? We’ve Got You Covered!

Verification issues can sometimes occur when signing up for your Spot account, but don’t worry—we’ve got solutions to help you resolve them quickly. Verification is important to keep your account secure and to ensure that you can fully access all Spot services, like making transactions and withdrawing funds.

Issue: My App Crashes When Scanning My ID

If your app crashes when trying to scan your ID, try these simple steps:

Free Up Some Storage – Ensure your phone has at least 100MB of free space to ensure smooth app performance.

Restart Your Device – A quick restart can resolve temporary issues and improve your device’s performance.

Update Your Phone’s Software – The Spot app works best on the latest Android or iOS versions. Be sure your phone is up to date.

Update Your Spot App – We regularly release updates to improve the app. Make sure you have the latest version for optimal performance.

Close Background Apps – Running too many apps at once may cause the app to crash. Try closing unused apps.

Try a Different Device – If the issue persists, try installing the app on another device and attempting the verification again.

If none of these steps work, don’t hesitate to contact our Support Team at [email protected] or tap the Help button in the app for further assistance.

Issue: I Can't Upload My ID Document

If you're having trouble uploading your SA Green ID, Smart ID, Driver’s License, or Passport, follow these helpful tips to ensure a successful upload:

Double-check Your ID Number – Ensure the number you enter exactly matches the number on your document and is registered with Home Affairs.

Use Natural Lighting – Avoid fluorescent lights as they can cause glare or shadows. Natural light will help ensure a clearer image.

Turn Off Your Flash – The flash on your phone may cause reflections or glare. Keeping it off will ensure a clearer image.

Place Your Document on a Flat Surface – Ensure your ID or passport is placed flat on a surface so that all the details are clearly visible.

Follow In-app Instructions – Align your document within the app’s borders. The app will automatically capture the photo—no need to press anything.

Troubleshoot Capture Issues – If the app isn’t scanning your ID:

Adjust your phone’s position for better alignment.

Tap the screen to focus the camera.

Check for any blur or glare and adjust the angle.

Avoid Taking a Picture of a Picture – Always use the original document for the upload to ensure accurate verification.

What Happens After You Complete Verification:

Once your ID is successfully uploaded and verified, you’ll be able to access full features of your Spot account like:

Making transactions

Withdrawing funds

Accessing rewards and offers

If you're still unable to verify your ID, don’t stress! Tap the Get Help button in the app or visit our website to chat with our Support Team for further assistance.

Why Verification Is Important:

Verification ensures that your account is secure, helping to protect your funds and personal information. It’s also required by law (FICA) to help prevent fraud and ensure that only authorized users can access your Spot account.