The verification process usually takes 24-72 hours. If it’s taking longer or has failed, here are the likely causes and solutions.
Common Reasons for Delay or Rejection
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Blurry or Unreadable Documents: Uploaded images are too dark, blurry, cropped, or have glare, making text or details unreadable.
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Solution: Re-upload high-quality, color, well-lit images of the entire document. Ensure all four corners are visible and text is clear.
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Document Type Not Accepted: You submitted an invalid document.
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For Identity: We accept International Passport, National ID Card, Driver’s License, or Voter’s Card. We do not accept company IDs, student IDs, or birth certificates for this purpose.
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For Company: We require the official Certificate of Incorporation from the CAC. Tax receipts or business name registration may not be sufficient.
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Solution: Upload the correct, valid document.
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Information Mismatch: The name or details on the document do not match the name on your Properti Nigeria profile.
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Solution: Ensure your registered full name on your profile exactly matches the name on your government ID or company certificate. Update your profile to match if necessary, then resubmit.
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Proof of Address Issues (For Vendors): The utility bill or bank statement is outdated (older than 3 months) or not in your name.
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Solution: Upload a recent (within last 3 months) document that clearly shows your name and address.
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Manual Review Backlog: During periods of high application volume, our manual review process may take slightly longer than 72 hours.
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Solution: Please be patient. You will receive an in-app and email notification once the review is complete. Sending multiple support tickets for the same issue does not speed up the process.
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What to Do
If it has been more than 5 business days, first check your email (including spam) for any communication from our team requesting better documents or clarifying information. If there is none, you can contact support through the Help Center, but please provide your user email and details of the document you submitted. Avoid resubmitting multiple times as it can create duplicate tickets and cause further delays.