Re-KYC extension for abroad users

We’ve gone live with a new in-app feature designed specifically for users who are currently abroad and unable to complete their Re-KYC. These users typically have their accounts frozen and are therefore unable to perform any debit transactions, including fund transfers.

To address this, we have built a feature that will be triggered for such identified users. Here’s how it works:

• The in-app flow prompts users to fill in a few simple details.

• Based on the input, a declaration form (as required by the bank) is auto-generated with pre-filled user information.

• The app will guide users with clear instructions on the next steps.

• Once the user gives consent, an auto generated email draft is created.

• Users are prompted to attach two documents:

  1. The generated declaration form.

  2. A valid visa proof confirming they are currently abroad.

• The email will be sent to the support team with the subject line:
  “Currently Abroad: Please activate my account”

This subject line will help the support team quickly identify such cases and raise the SRs accordingly. Since the required user actions are already completed within the app, the overall resolution process is expected to be quicker and smoother.

Note:
This feature is now live on the SBM Savepage for all eligible users. In some cases, it may not appear if we are unable to accurately detect the user's status or location.

Attaching the detailed in-app user flow for your reference.