How can we help?
Find answers via SOLmate Help centre
Why was my SOLmate application declined?
We’re committed to making digital money simple and accessible — but we must also comply with South African laws and regulatory requirements to keep your account secure.
To open a SOLmate account, the following requirements must be met:
What documents are accepted for SOLmate verification?
You may submit one of the following valid, government-issued identity documents:
- South African green barcoded ID or Smart ID card
- South African passport
- Foreign passport
- Asylum seeker or refugee permit
All documents must be valid and clearly readable. We do not accept screenshots, scanned copies, or digitally altered images.
What are the image and selfie requirements for SOLmate verification?
- The document image must be sharp, clear, and fully visible (no cropping, glare, or blur)
- All text and edges on the document must be clearly readable
- Your selfie must show your full face clearly — no filters, sunglasses, hats, or obstructions
- Computer-generated images or modified pictures are not accepted
- You must be 18 years or older
- You must reside in South Africa
If your application was declined, it may be due to one or more of the above requirements not being met. Please try again and ensure all details are correct and clearly captured.
For help chat support
For help, open the in-app support chat and our team will guide you through the process.