eKYC: identity verification inside the onboarding journey
Moozy eKYC runs identity verification as a step in the same conversation or form that signs a customer up. Capture the document, run the check through an identity-verification provider, and keep the result with the rest of the record.
Identity check
- ID document capturedReadable
- Details match the applicationMatched
- Face match against the documentPassed
- LivenessPassed
Verified. Onboarding continues to payment.
Illustrative check. Face match and liveness run where configured.
What eKYC is, and where it usually breaks
Electronic Know Your Customer is the digital version of checking that a person is who they say they are: an identity document, proof that the person holding it is present, and a record of the result.
Most organisations already have a way to do it. The trouble is where it sits. The customer fills in an application in one place, is sent to a separate verification portal, and comes back, if they come back, to pay somewhere else. Each hand-off loses people, and the evidence ends up in three systems.
Branch visits and photocopies are the fallback. They are slow for the customer, costly for the organisation, and hard to audit afterwards.
Moozy treats verification as one step of the journey rather than a detour from it. The customer stays in the conversation or form they started in. The result decides what happens next.
How Moozy runs an identity check
The check itself is performed by an integrated identity-verification provider. Moozy collects what the provider needs, runs the workflow and acts on the answer.
Capture
The customer photographs their identity document and, where your process needs it, takes a selfie. They do this in the WhatsApp chat or web form they are already using.
Verify
Moozy passes the capture to the verification provider. Document checks, face match and liveness run where they are configured for your service.
Decide the next step
A pass continues the journey. A fail or an uncertain result goes to a person on your team, with the evidence attached. Everything is written to the record.
What the capability covers
Configure the checks your service and your regulator require. Not every journey needs every check.
Document capture
Collect photos of identity documents, proof of address and supporting files inside a form or a conversation, and ask again when an image cannot be read.
Identity workflows
Set which checks run, in what order, and what each result leads to: continue, ask again, or refer to a person.
Face match and liveness
Compare the customer’s selfie with their document and confirm a live person is present, where these checks are configured with the provider.
Provider integration
Checks run through an integrated identity-verification provider. The documents and checks available for your markets are confirmed during setup.
Review by a person
Referred cases reach a reviewer with the captured documents, the check results and the conversation, so the decision is made with the full picture. How escalation works
Part of onboarding
Verification sits between the application and the first payment, or wherever your process needs it. It is a step, not a separate product. See forms and data collection
When a check does not pass
A failed or uncertain check is a case for a person, not a dead end for the customer.
The customer is told what happens next. Your reviewer sees why the case was referred. The outcome and the reviewer are recorded.
Illustrative workflow.
The application is complete
Answers are validated as they are given, so the check starts from clean data.
The document photo is unclear
The customer is asked to retake it.
Details do not match the application
The provider returns a mismatch. Moozy holds the journey and does not continue to payment.
A reviewer takes the case
They see the documents, the results and the conversation, and decide.
The customer hears the outcome
A message on the channel they used, and the journey resumes or closes.
Automated stepFollow-up
Channels and what each can carry
Identity capture needs a camera and a data connection. Customers on basic phones can still start, and finish the check where they can.
| Channel | Role in an identity journey |
|---|---|
| Document photos and selfies sent in the chat, with guidance and retakes handled conversationally. | |
| Web | A capture step inside a web form, suited to longer applications and supporting documents. |
| SMS | Invitations, reminders to complete verification, and the outcome. A link takes the customer to the capture step. |
| USSD | Registration and consent on a basic phone. The document step is completed later on WhatsApp or on the web. |
A matched phone number on its own is not proof of identity. Moozy uses it to continue a journey across channels, not to verify a person.
Evidence you can show an auditor
Identity data is some of the most sensitive information you hold. The controls are part of the capability.
A record of every check
What was captured, which checks ran, the result, the time, the channel and who reviewed it, exportable for review.
Consent first
The customer agrees to the check before anything is captured, and that consent is recorded.
Role-based access
Only the roles you choose can open identity documents. Others see that a check passed, not the document.
Data protection
Encryption in transit, encryption at rest as a deployment option, and every system in a country with an adequacy decision under Botswana’s Data Protection Act, 2024. Read the compliance note
Where identity verification fits
Anywhere a service needs to know who it is dealing with before it goes further.
Account and policy onboarding
Apply, verify and pay the first premium or deposit in one sitting. Financial services and insurance
Loan applications
Verify the applicant before an advisory affordability score reaches a credit officer.
Public service applications
Confirm the applicant for a licence, a grant or a registration without a trip to an office. Government and public services
Payouts and beneficiaries
Check the person before money is paid out to a wallet. Payments and payouts
Frequently asked questions
Does Moozy perform the identity check itself?
No. The check is performed by an integrated identity-verification provider. Moozy captures the documents, runs the workflow, acts on the result and keeps the record.
Which identity documents and checks are supported?
That depends on the verification provider configured for your deployment and the markets you operate in. We confirm the documents and checks your service needs during scoping.
Are face match and liveness always included?
They are available where configured. Some journeys only need a document check, and you choose the level of assurance each service requires.
Can customers on basic phones be verified?
They can register and give consent on USSD or SMS. Capturing a document needs a camera and a data connection, so that step is finished on WhatsApp or on the web.
What happens when a check fails?
The journey pauses and the case goes to a person on your team with the evidence attached. The customer is told what happens next, and the decision is recorded.
Does this make us compliant with KYC regulations?
Moozy gives you the workflow, the controls and the audit trail. Which checks satisfy your obligations is decided by you and your regulator, and we configure the journey to match.
Related capabilities
Identity and eKYC is one capability of Moozy’s omnichannel customer engagement platform. See how it is used across industries.
Bring your onboarding process
Show us the application, the checks you need and the system the customer ends up in. We will map it as one journey.