Setup
How do I set up my neobank account?
To set up your neobank account, download our app and follow the prompts to provide your personal details. You’ll then complete identity verification with a government-issued ID and a real-time selfie. Most verifications finish in minutes; the entire setup rarely takes longer than five. Stuck? Our AI assistant can walk you through each step and even start verification for you right in the chat.
Step 1: Download the app
Find our app in your device’s store and install it. Open the app and tap “Create account.” You’ll need a valid mobile number or email address to begin. The app will send a one-time code to confirm that contact detail.
Step 2: Enter your personal information
The app will ask for your legal name, date of birth, residential address, and tax identification number. Enter everything exactly as it appears on your official documents. The assistant can pre-fill fields if you chat while completing the form - just ask for help.
Step 3: Verify your identity
Verification happens inside the app. You’ll photograph the front and back of your government-issued ID. Then you’ll take a real-time selfie. Our system checks that the ID belongs to you and matches the details you provided. No paperwork or branch visit is required.
What to expect during verification
- Most verifications are completed automatically in under two minutes.
- If your documents are blurry or data doesn’t match, you’ll be prompted to retake the photos.
- In a small number of cases, additional manual review is needed; that typically resolves within 24 hours.
- You’ll receive a notification once your account is active.
Getting help from our assistant
The chat assistant on our website and in the app can guide you through every step of the setup. It can collect information from you, explain what each field means, and even trigger verification actions while you stay in the chat. That means you can complete the entire account creation without leaving the conversation.
FAQ
What documents are needed for account setup?
You need a current government-issued photo ID - a passport, national ID card, or driving licence. The ID must include your full name, date of birth, and a clear photograph. A second document (like a utility bill) is not required; the real-time selfie serves as the second factor.
How long does the verification process take?
Automated verification usually finishes in less than two minutes. If your submission needs a manual review by our compliance team, you’ll typically receive a decision within 24 hours. You can always check your status in the app or by asking the chat assistant.
Put this into practice
Chatref answers your customers from your own content, day and night. Add it to your site and go live in minutes – free to start.