How can we help?
Answers to the questions we get asked most. If yours is not here, a person will answer it.
Four areas cover most questions.
Getting verified
Documents, timings, and what to do if a check fails.
Your wallet
Credentials, transfers, and recovering a lost device.
Privacy & sharing
What partners see, and how to revoke access.
USSD & feature phones
Using TrueID without a smartphone or data.
Asked most often.
Most failures come from a name or date mismatch between your document and the issuing source. Start the flow again and check the spelling exactly as it appears on the document. If it still fails, request assisted review — a trained reviewer will complete it with you, including by video or in person.
No. Install the app on a new device and re-authenticate with a liveness check. Your credential restores from encrypted backup, and the lost device loses access the moment the restore completes.
Open your wallet, go to consent history, find the partner, and revoke. Standing access ends immediately and the partner is notified. Anything they lawfully recorded during the consent period stays under their own retention policy — revocation stops future access.
Yes. Register, verify, share your credential, and send or receive money over USSD from any handset. No app, no data plan.
Account deletion is available in the app under privacy settings. Your credential is revoked, your data is removed on our published schedule including from backups, and partners holding standing consent are notified.
No. TrueID verifies against government identity sources and is built to align with NDPR and CBN KYC guidance, but it is an independent platform, not a government agency.
Need a person?
Support, security reports, and partnership enquiries all reach a named human — not a ticket queue that closes itself.
Ready to verify once and be done?
Verification is free for individuals, permanently — by app, browser, USSD, or in person.