Verification process and timelines for Pinnacle customers

Introduction

This article explains how verification works for Pinnacle customers, how long it usually takes, what documents are required, and what to do if your verification is delayed or declined.

Verification timelines

Identity verification usually completes within a few minutes. Additional checks, such as address verification or bank statement review for card verification, can take up to 72 hours and may take longer in some cases. Other types of verification may have longer processing times.

If your verification is still pending, you can contact the customer service team to check the status of your review.

Document requirements

To help avoid delays, make sure you submit documents that meet the required guidelines.

• A photograph of your physical identity document
• An original PDF of your proof of address, such as a utility bill, government document, or another approved document
• A proof of identity may also be accepted as proof of address in some verifications, but not always
• Mobile phone bills and similar documents may not always be accepted

Why verification may be delayed

Some verifications require manual review. When this happens, processing time depends on team availability, which can cause delays.

Common reasons documents are rejected

• Poor image quality
• The document does not show the information registered at Pinnacle
• The document is not the original file downloaded from the bill provider or banking app

What to do if your documents are declined

If your documents meet the guidelines but are still declined by the system, log in to your account and start a chat, or send an email to customer support. The customer service team can review the issue and help you understand what is needed next.

How customer service can help

The customer service team is available to help clarify document requirements, review verification issues, and provide support throughout the verification process.

Additional information

If you are unsure whether a document will be accepted, contact customer service before submitting it to reduce the chance of delays or rejection.