Passport Video Check

What the passport video check covers

This product is a live video identity session where a customer presents a passport to a trained verification agent, then follows a guided sequence that includes document capture, face comparison and a liveness check. The session is built for business onboarding teams that need a controlled remote step, with the interaction recorded and stored according to the client workflow and consent requirements.

It suits journeys where a passport is accepted as the identity document, whether the customer is in Johannesburg, Pretoria, Cape Town, Durban or Gqeberha. The session can be used as a stand-alone identity step or placed inside a broader onboarding process that includes customer due diligence, risk review and account setup.

Session formats and operating options

Passport Video Check is usually set up as a live one-to-one session. The format can be kept short for straightforward onboarding, or extended when the client needs extra confirmation steps, escalation handling or a second review on a difficult image. The working method stays the same: the customer follows the agent script, the passport is shown clearly, and the identity decision is supported by the recorded session notes.

• Single-session passport review for standard remote onboarding
• Escalated review where a second agent or QA check is needed
• Scripted flow with prompts for passport display, portrait check and liveness actions
• Recorded session notes for audit trail and internal review
• Options for integration into a client portal or onboarding queue

For high-volume teams, the session rules can be mapped into the client process so staff know when to route a customer into video verification and when to hold for manual review.

Where this fits in a South African onboarding flow

This service suits businesses that onboard customers remotely and still need a careful visual check on the passport and the person holding it. It is useful for banks, lenders, insurers, fintech teams, property admin groups and other operators that work with identity evidence before an account, policy or service is activated. The process also helps when a customer is away from the office, based in another province or using a mobile device as the main access point.

The service is commonly used where teams need a controlled step that sits alongside FICA-style customer due diligence in general terms, without turning the onboarding counter into a manual bottleneck. It supports records that can be reviewed later by operations, QA or compliance staff, depending on the client’s own policy.

• New account opening with remote identity capture
• Customer reinstatement or profile refresh work
• Higher-risk cases that need a better visual identity check
• Remote onboarding for teams spread across several cities

Integration and staff training on the ground

Where the client wants the passport video check inside a live operating system, integration planning matters. Our team maps the workflow, agrees the handover points, and helps shape the API coordination or process link needed for the client environment. That may include the journey from application screen to video session, then on to the internal review or approval step.

Staff training covers the practical side of the job: what the agent says, when the passport image needs a second look, how to manage a session that needs escalation, and how to keep notes clean and useful. We also handle refresh training, change request support and pilot launch support where the process is being introduced in stages.

• Workflow mapping for the full onboarding route
• Integration planning for client systems and queues
• Agent script design for clear and consistent sessions
• Quality monitoring and escalation design
• Operational reporting for internal review

What the service needs from the client side

For a passport video check to work properly, the client must confirm the journey rules, the passport types accepted, and the level of review expected from the session. It also helps to agree the device setup, camera quality needs, and the records that must be retained. A passport page needs to be visible enough for the agent to compare the photo, the details and the live face on screen.

Good ordering detail saves rework later. The client should confirm which customer segment is using the session, whether the passport is the only identity document in scope, and how exceptions should be handled. If the workflow includes multiple languages, specialist escalations or a second review layer, those points should be listed up front.

• Accepted passport type and any country restrictions
• Session length target and escalation route
• Whether recording, notes and screenshots are retained
• Required client integrations or manual handoff points
• Training scope for agents, supervisors and QA staff

Care, quality checks and record handling

This type of verification service depends on careful handling of records and a steady quality routine. Sessions are reviewed for clarity, proper identity comparison and correct use of the script. Where a customer image is unclear, the agent may need to ask for a fresh view of the passport or repeat the liveness step so the record is worth keeping. The whole point is to keep the evidence usable, not to rush through a weak session.

Record keeping follows the client’s retention rules and consent process, with attention to POPIA style handling of personal information. In practice, that means access control, proper storage, and a clear audit trail for the session record. The service works best when the client already knows who may view the records, how long they are kept, and what gets flagged for internal review.

Passport Video Check specs for ordering

These are the practical details to confirm when placing a passport video check into your onboarding flow. They help the team set up the right session structure and reduce confusion during rollout.

• Service type: Remote live video identity verification
• Document focus: Passport presentation and review
• Core checks: Document capture, face comparison, liveness confirmation
• Session mode: One-to-one guided video session with trained agent
• Operating areas: Johannesburg, Pretoria, Cape Town, Durban, Gqeberha and other South African client sites
• Support scope: Workflow mapping, integration planning, staff training, QA monitoring and escalation design

Clients can submit project details through our contact form on our contact page, including the planned user journey, document type and any internal process notes that shape the session design.