Use our contact form for the right kind of support
Our contact form is the main route for support requests from businesses using remote video identity verification. Send the account name, the stage of the rollout, and a short note on what is failing, slowing down or needs review.
That helps the team route the matter to the right person, whether it sits with workflow mapping, integration planning, staff training or quality monitoring. If the issue affects a live queue, mention the branch, region or user group that is seeing it.
What to include in a support note
A clear note saves back and forth. Keep it practical and include only the details needed for the team to inspect the workflow, the agent script or the handover point.
- Business name and the environment you are using
- What the customer is trying to do when the issue appears
- Any step where the video session, ID capture or face check stalls
- Whether the matter affects Johannesburg, Pretoria, Cape Town, Durban or Gqeberha users
- Screen text, reference numbers or short notes from the agent handling the case
Help with training, scripts and refresh sessions
Training questions often start after the first pilot or when a new staff member joins the process. The support path can cover agent script design, refresh training and changes to the way calls are opened, guided and closed.
If your staff need a cleaner handover, ask for guidance on the wording used in the session, the point where consent is recorded, and the notes kept for customer due diligence records. These small changes often matter when the same workflow is used across multiple sites.
Integration and rollout support for technical teams
Some requests are less about the call itself and more about the way the verification step fits into your platform. In those cases, the team can work on integration planning, API coordination and pilot launch support with your internal stakeholders.
- Workflow Mapping for onboarding journeys
- API Coordination for platform teams
- Go Live Stabilising during rollout changes
- Change Request Support when forms or steps shift
- Operational Reporting for internal review
Rosebank is the base, but the service is set up for remote use across South Africa. That includes teams in Midrand and Sandton, as well as customer operations in the larger metros.
When a live verification needs attention
If a session needs review, the support team may look at document quality, face comparison steps, liveness checks and the way the agent recorded consent. The goal is to keep the workflow orderly and the records usable for your own internal checks.
Where a customer cannot complete the process, note the point of failure rather than rewriting the whole case history. Short, accurate notes help when the same account is escalated to operations, training or quality review.
Rosebank base, national support reach
PersonVideo ID works from Rosebank in Johannesburg, with support for clients across the country. Businesses in Johannesburg, Pretoria, Cape Town, Durban and Gqeberha rely on the service for remote verification, while the team also assists nearby commercial areas such as Midrand and Sandton.
MD Thabo Mokoka oversees the business, with support from Naledi Adonis on operations, Jared Jantjies on integration, Anele Nortje on training, Megan Vermaak on client success, Sibusiso Gamieldien on quality assurance and Leila Petersen on verification team leadership. That mix keeps operational questions close to the people who handle the work every day.
A steady way to send support requests
Use the contact form, state the issue clearly, and attach the context that matters most. If the matter involves a rollout, include the stage of the project and the part of the workflow that needs attention.
For training follow-ups, say which team members need help and which part of the script or process needs to be adjusted. For operational help, point to the exact step in the session where the customer or agent is getting stuck.
