Help Center

Frequently Asked Questions

New to KnowMeNow and got questions?
Hopefully we can answer them below!

Getting Started

What is KnowMeNow?

KnowMeNow is a re-usable digital wallet that holds all your personal identity information that you choose to secure and verify.

Thanks to our approach towards the decentralised blockchain technology, you are in control over your personal data. To safeguard this principle KnowMeNow does not make use of any form of central servers with regards to your data. Any information (personal or otherwise) provided through the app, is stored securely only on your smartphone device and nowhere else.

Once you upload your personal documentation, you can choose to verify such information and receive a verified identity. You can then use this verified identity to pass ‘Know Your Client’ (KYC) requirements of e-commerce KnowMeNow partners, such as banks and gaming entities, at your own discretion when such information is requested.

Where can I download the KnowMeNow app?

You can download our app directly from the Google Play Store.

Apple products are not currently supported but will shortly be.

How do I use KnowMeNow?

Since KnowMeNow is your personal identity wallet, you will need to upload some information and documentation onto the App. This will include as little as your email and phone number, up to a selfie and a photo of your identity document. The App was designed with simplicity in mind, having an intuitive flow that guides you through the KnowMeNow levels, each requiring different information/documentation.

Once you are satisfied with the information you have uploaded to the app, you can have each level verified within minutes by a simple click of a button. Once verified, you can use the App as a means of sharing your KYC information with our merchant partners when such information is requested. Nothing is shared without your absolute consent.  

Why would I need KnowMeNow?

We must prove who we are almost every day when signing up for a new products or services – whether it’s opening a bank account, betting online, online shopping or even booking a taxi.

These various requests for proof of identity stem from legal obligations that require many e-commerce entities to fulfil KYC requirements. A Bank for example, or a betting company, will be responsible to verify that you are truly who you say you are, and that you are also safe to do business with. Hence, prior to providing their full services, they request various onerous documents to be provided by yourself and checks to be made on their side – commonly referred to as KYC documentation. Examples of documentation include proof of address and identity documents.

With KnowMeNow, you can carry out a one-time KYC process and re-share your verified KYC information with multiple KnowMeNow merchant partners.

Is the KnowMeNow app free?

Yes. The KnowMeNow app is free for all users.

What do the various “levels” refer to on the App?

Each level represents a different level of KYC information that can be uploaded onto the digital wallet. Not every business requires the same level of information on you, although the majority of our merchant partners require all levels to be completed, some may require level 1 or 2 only.

When sharing your information with merchants, the App will let you know the level required. If you have not completed the required level yet, you can do so in real time.

Currently, we have decided to categorise KYC relevant information into 3 levels:

Level 1: Contact Details

  • Email
  • Mobile Number

Level 2: Identification

  • Identity Document
  • Selfie
  • PEP Self Declaration

Level 3: Residency Details

  • Address
  • Proof of Address (utility bill or similar)

Creating your KnowMeNow Wallet

Where can I use KnowMeNow?

On the home screen of your KnowMeNow App, we provide users with a list of our partner merchants, within the “Partners” icon, grouped by their corresponding sectors. This list represents all the different companies that support registration with KnowMeNow.

How do I create my KnowMeNow wallet?

It’s simple.

  1. Download the KnowMeNow app.
  2. Complete Level 1 by entering your:
  • Mobile number
  • Email

Send for verification.

3. Complete Level 2 by:

  • Uploading your Identity Document (ID card or passport)
  • Taking a selfie
  • PEP Declaration

Send for verification.

4. Complete Level 3 by:

  • Manually entering your residential address
  • Uploading a proof of address document (utility bill or similar)

Send for verification.

This process should not take longer than 20 minutes.  You can have all your information verified within 15 minutes – assuming valid information is provided.

Why do I have to wait for my identity to be verified?

The information you send for verification is assessed by our globally trusted Identification Verification Partners (IDVs). These companies will be responsible to verify that the documentation you share is valid and represents you. For example, your selfie will be examined against your ID photo.

We work with award winning partners who get this job done within a 5-minute period.

How long does it take to get verified?

Assuming the verification request is made during European business hours, you will get verified in under 10 minutes from the moment you consent to verification.

Why should I level up?

We encourage you to complete all levels and get verified immediately.  This will save you time when it comes to onboarding with merchants as your verified profile will be ready for sharing in real time, allowing you to register instantly. The majority of our KnowMeNow merchant partners all require level 3 verification.

How long does it take to complete the KnowMeNow wallet?

You can complete and verify your identity information within 5 minutes.

Managing your KnowMeNow wallet

What identity documents does KnowMeNow currently support?

KnowMeNow accepts Identity cards, Passports and Driving Licenses issued in the list of accepted countries as referred to in our Terms and Conditions.

What happens if my Identity document is expired?

If any expired documents are uploaded, we will not be able to verify your identity. You will be asked to upload valid documentation.

Could I change my information once already uploaded?

You can update your information at any time. However, once updated you will need to consent to re-verification to make sure your latest information is verified.

What if KnowMeNow doesn’t accept my ID document?

We accept all passports and identity documents issued within our supported countries listed within our Terms and Conditions. If your document is not supported for the time being, watch this space as it may be in the future.

Security and information storage

Will you be tracking where and when I use KnowMeNow?

No. Any such logging is kept strictly on your smart phone and will not be available to us unless provided by yourself during a possible support case.

How does KnowMeNow stop people creating fake accounts?

When creating your KnowMeNow wallet, besides adding an identity document of your choice, you are also required to take a selfie that will be triggered by a smile – for liveliness verification purposes. Like this, we match the selfie taken to a government issued identity document, making sure you are who you claim to be.

What if I don’t want to give the merchant all the personal information they ask for?

Merchants using KnowMeNow will only ask for the information they really need, however it is up to the merchant to decide what information to ask for. It is then up to you to decide on whether you wish to share that information with them or not. If you have an issue with what is requested and you choose not to share, you are advised to raise any concerns to the merchant directly.  

Does KnowMeNow sell information to third parties?

No. We have no access to your information – you have full control!

What information does KnowMeNow store about me?

KnowMeNow does not store any information about you. Information is only stored by you on your device.

Can KnowMeNow see my data?

No. We have no access to your information unless explicitly provided by yourself.

Trouble-Shooting

What if the document scanner doesn’t extract my details correctly?

Firstly, before scanning any document be sure of the following:

  • The document you wish to scan is placed on a dark surface.
  • There are no reflections or shadows on the document you are scanning.
  • The process is carried out in a well lit area.

Once the document is scanned, relevant information is automatically extracted and displayed on your screen. You will be able to edit the information extracted manually. Once you send for verification, this information is reviewed by our IDV partner. If it doesn’t match with the information on your identity document you will fail to be verified and will be required to re-start the process.

What happens to my data if I uninstall the app?

All your data will be deleted automatically along with the app. You will not be able to recover any information from your previous wallet. Due to our decentralised technology (i.e. use of blockchain) we are not storing or backing up any data.

What if my phone gets lost or stolen?

In order to log-in to your app, you will need to enter your personalised security code. The app will also require your fingerprint for access. This two-factor authentication security ensures that no one can access your digital wallet if your phone is stolen.

Furthermore, since we use decentralised technology, we do not store or back-up any of your data. Therefore, if your device is lost or stolen, you will need to re-download the KnowMeNow app and restart the upload and verification process.

What happens if I’m having trouble uploading a document?

Make sure:

  • You have an active Internet connection.
  • The KnowMeNow app has permission to access your camera.

If you do and are still unable to upload a document, please contact support at support@knowmenow.com

Why isn’t my document scanner working?

Make sure:

  • there is enough light
  • the document you are scanning is placed on a dark surface
  • there are no shadows on the document you are scanning

If it is still failing, try moving your camera in and out towards the document until the document is aligned with the provided image outlines provided on the app.

Why is my personal data still “processing”?

Data sent, usually takes up to a maximum of 10 minutes to get verified (assuming the verification request is made during European business hours). However, due to the rigorous standards of verification IDVs uphold, this is not a fully automated process and therefore requests are handled on a case by case bases and are affected by a variety of factors such as request volumes at that time, clarity of documents provided etc.

What should I do if I haven’t received my mobile verification code?
  • Check that the number you have entered is correct
  • Check that you are connected to the Internet
  • Try clicking the “Didn’t Receive a SMS?” on the app itself.

If you still do not receive anything, please contact support at support@knowmenow.com

What should I do if I haven’t received my email verification code?
  • Check that the number you have entered is correct
  • Check that you are connected to the Internet
  • Check that your email didn’t get sent to your spam folder.
  • Try clicking the “Didn’t receive an Email?” on the app itself.

If you still do not receive anything, please contact support at support@knowmenow.com