Customer Onboarding

Platnova customer onboarding procedure

You may not use Platnova services for any of the following, directly or indirectly:

1. Introduction

Welcome to Platnova, your gateway to innovative financial solutions. We are thrilled to have you join our global community of over 50,000 active users who trust Platnova for their financial needs.

Platnova is a leading fintech company operating in multiple countries, including the US, Canada, UK, Rwanda, and Nigeria. Our mission is to make financial services accessible and efficient, empowering individuals in their daily financial activities.

This onboarding guide will walk you through the process of setting up your Platnova account and introduce you to our wide range of services. Our goal is to ensure you have a smooth and enjoyable introduction to the Platnova platform.

2. Account creation

2.1 Download app or visit website

To get started with Platnova, download our mobile app from your device's app store or visit our website at https://platnova.com.

2.2 Registration process

  1. Click on "Create a new account."
  2. Provide your email address. If you were referred by a former user, you may provide their referral code.
  3. Verify your email address by inputting the passcode (OTP) sent via email. If the code expires, request a new one. Details can be found in the email. Only share your OTP with Platnova support if requested.
  4. Set your password. Your password should be a minimum of 8 characters. It is advisable to include symbols and block text to make passwords less risky.
  5. Complete your account setup. At this point we will require:
    • Your first name
    • Your last name
    • Your country of residence (this will be required to provide documents to verify your identity and residence.)
    • Your phone/mobile number (optional)
  6. Load your phone/mobile number and address to verify your account (You may skip step 6–11).
  7. Select your preferred identification document (ID) to verify your account. We accept any one of the following means of identification:
    • Passport (6 BHV)
    • National ID (8Bit)
    • Voter's ID
    • Driver's License
    • Driver's License (2020)
  8. Provide the ID number of your preferred ID.
  9. Upload your identity document. Make sure it is complete, with all corners visible.
  10. Position your face towards the camera and capture a selfie while in a well lit environment.
  11. Submit your verification documents. You will be notified when we verify your account.
  12. Confirm your email to log in.
  13. Set up your dashboard. Congratulations!

2.3 Settings & security features

To ensure the safety of your account:

  1. Manage your app and navigate freely.
  2. Activate fingerprint recognition or face recognition for quick and secure access.
  3. Update your password every three months.
  4. Activate one of the following Two-Factor Authentication (2FA) methods:
    • An authenticator app like Google Authenticator or Authy.
  5. Your email address is automatically used as an additional security layer as soon as you create an account. We will always send a token to your email address to verify every login combination.

3. Know your customer (KYC) process

To comply with financial regulations and ensure the security of our customers, we require all users to complete our Know Your Customer (KYC) process. If you reside in Nigeria, during the offline onboarding process, you will be required to complete the KYC process to enjoy the full benefits of the Platnova app.

3.1 Required documents

We will require the following documents:

  • Government-issued ID (Voter's Card, National ID, Notary ID, Driver's License, International Passport).

3.2 Document submission process

  1. Navigate to the "KYC Verification" in the Settings page of your app.
  2. Select your preferred identification document (ID) to verify your account. We accept any one of the following:
    • National ID (5lip)
    • Voter's ID
    • Driver's License
    • Driver's ID/2020/Driver's
  3. Provide the ID number of your preferred ID.
  4. Attach the front image of your preferred ID.
  5. Upload clear high-resolution images of your documents.
  6. Wait for the review after you submit your form.

Our team will verify your documents within 1–2 business days. You will receive an email notification once the process is complete.

4. Getting started guide

When you get to your dashboard, you will be shown a quick walkthrough on how to use the Platnova app.

  1. You have your cards section where you can access your cards by clicking the Platnova icon at the top right corner of the screen.
  2. You can view and manage accounts across currencies on the "Accounts" tab.
  3. View and manage your physical and virtual cards on the "Cards" tab.
  4. Deposit money into any of your accounts by clicking on the plus on the "Accounts" tab.
  5. Send money (QR, SMS, gift card) to friends on the "Feed" tab.
  6. Access global payments on the "Global" tab so you're never out of the loop.
  7. If you encounter any issues or have inquiries while using the Platnova app, our support team is available to assist you.
  8. Deposit money into any of your accounts by clicking on the "Deposit" button.
  9. View transactions and trading activity by clicking on the "Deposit" button.
  10. Convert money from one currency to another by clicking the "Convert" button.

To make your first transaction:

  1. Deposit money into your preferred currency wallet.
  2. Choose the service you wish to use for your transaction.
  3. Follow the on-screen instructions to complete your transaction.

Explore the app to discover all features. Also check out the Knowledge Base for more information on how to use the app. You can personalize your experience in the "Settings" section.

5. Security measures

At Platnova, we prioritize the security of all accounts and transactions:

  • All data is encrypted using strong encryption protocols.
  • We employ multi-factor authentication systems.
  • Regular security audits are conducted.

Best practices for account security:

  • Use a unique, strong password.
  • Enable 2FA.
  • Never share your login credentials.
  • Monitor your accounts regularly.

If you notice any suspicious activity, please contact our support team immediately.

6. Customer support

Our dedicated support team is here to assist you:

  • Chat or contact our support team in the application using the in-app chat.
  • Submit a ticket request on the Platnova.com support page.
  • Send an email or message on WhatsApp: +1 (415) 513-0516.
  • Call us directly on: +1 (415) 513-0516.

Operating hours: 24/7.

Visit our Knowledge Base section for quick answers to common questions.

8. Feedback and improvement

We value your input! Share your feedback through:

Your suggestions help us continually improve our services.

9. Conclusion

Thank you for choosing Platnova as your financial partner. We are committed to providing you with secure, efficient, and innovative financial solutions made easy by our wide range of features.

Next steps:

  • Complete your KYC process if you haven't already.
  • Explore all the complementary services.
  • Explore our full range of products and features.

Welcome to the Platnova community! We are excited to be part of your financial journey.