Coinhako verification guidelines

Coinhako verification guidelines

To comply with regulations and keep your account secure, all Coinhako users must complete identity verification. Here’s what to expect and how to pass smoothly.

What you’ll need

  1. A mobile phone to receive an OTP (one-time password)
  2. An accepted identity document (see country-specific list below)
  3. If not using Myinfo (Singapore only): a recent document showing your name and residential address

Step-by-step verification

1) Verify your phone number

Enter your mobile number and input the OTP sent to your phone.

2) Choose your issuing country

This determines which identity documents are accepted and the verification method available based on your location.

  • Singapore users: Verify via Myinfo (recommended) or upload a Driving Licence, National Identity Card (NRIC), or Passport.

  • Rest of the world: Upload a Passport.

3) Submit your identity document

Upload a clear photo of an accepted ID (e.g., NRIC/National ID, Passport, or Driving Licence—depending on your country rules above).

Tip for Singapore users: Verifying via MyInfo securely retrieves your identity data from government records and typically eliminates the need to upload proof of address.

If you choose MyInfo (Singapore):

  1. You will be redirected to the MyInfo website.
  2. Log in with your ID number.
  3. Select I agree to consent to data retrieval.
  4. Review your details retrieved from Myinfo and select Continue
  5. Once your identity is successfully verified, select Continue to be redirected back to Coinhako’s website.

4) Complete a liveness check

Perform a quick facial scan so we can confirm you are the rightful document holder.

5) Review and confirm your identity details

After you submit your ID and complete the liveness check, the system will automatically extract key details from your document and display them on screen.
  1. Review carefully that each field matches your ID exactly.
  2. If any field looks incorrect or incomplete, manually edit it before continuing.
You may be asked to confirm: Full name, Date of birth, expiry date, and, gender.
Tip: Typos or mismatches are a common cause of delays or rejections.

6) Submit proof of address (if required)

If you didn’t use Myinfo (Singapore) or if we request it:

  1. Enter your residential address exactly as it appears on your supporting document (include unit/apartment number, building name, and postal/ZIP code).

  2. Upload a recent document that clearly shows your full name and the same address you just entered, such as:

    1. Utility bill (e.g., electricity, water)

    2. Bank statement (from a licensed bank in your jurisdiction)

    3. Telco bill (internet or landline)

    4. Government agency correspondence (e.g., tax return statement)

Tips: Ensure the document is recent, all details are legible (no glare or blur), and the address matches what you typed. Mismatches or unclear images can delay approval.

7) Answer a short questionnaire

These questions help us understand your trading experience and purpose, in line with MAS consumer protection guidelines.

How long does it take?

Most verifications complete in a few minutes. During busy periods, it can take up to 1–2 business days.

Tips to avoid delays

  • Ensure photos are clear, in focus, and not cropped; all four edges of the document should be visible.

  • Avoid glare, shadows, or filters; use good lighting.

  • Make sure your document is valid (not expired) and details match your Coinhako account.

  • Your proof of address should be recent and show your full name and residential address clearly.

Need help?

If you run into issues or receive a rejection, please contact our Support team and we’ll guide you through the next steps.

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