New account approvals usually take 1 to 2 business days after you've uploaded your documents and completed the KYC form. However, in some cases, the process may take slightly longer.
Why is my application still pending?
Your application may be pending for several reasons:
Document Verification: Your uploaded documents may still be under review to ensure they meet the requirements. You can find more details on document requirements in the article Document requirements.
KYC Processing: Additional compliance checks might be needed for the Know Your Customer (KYC) form.
Incomplete Information: Missing or incomplete information can delay the process. For example, if you didn’t finalise the application by clicking on "Send to Review", your application cannot be processed for approval.
Client’s area → Send for Review
How can I find out why my application is pending?
If additional information is needed, our onboarding team will contact you via email with details regarding your pending application status.
For more information about your application status, you can also contact your Personal Manager. Their contact details can be found in your Client's Area under Settings → Profile.
What should I do if my application approval is delayed?
If your application is taking longer than expected, ensure the following steps are completed:
Upload all required documents.
Click the “Send for Review” button.
If everything is completed and the delay persists, contact your Personal Manager or a Client Services agent for assistance. They can provide updates on your application status and help resolve any issues.
To find your Personal Manager’s contact details, visit your Client's Area and navigate to Settings → Profile.