We are here to help.
Average response time is under two hours. Support runs 9am to 9pm WAT, Monday to Saturday, and critical incidents are monitored around the clock.
Frequently asked
I paid but my credits have not appeared. What should I do?
Credits normally appear within 15 minutes. If they have not, email [email protected] with your transaction reference, the amount paid, the provider (Paystack or Flutterwave) and the time of payment. We reconcile manually and either credit your balance or refund through the original channel.
Can I get a refund?
Credits are non-refundable and non-withdrawable once they land in your balance. They are tied to your account and can only be used for API calls. The only refund path is reconciliation, when a payment clears on your bank's side but never credits your balance.
Why is API key generation locked?
API keys require KYC Level 3: biometric verification with a government ID and a recent utility bill. Complete phone verification first, then biometric verification. When both are done, the key button unlocks automatically.
How accurate is biometric verification?
The engine runs layered checks: presentation-attack detection, document OCR with watermark validation and biometric face comparison. Every result carries a confidence score. For Standard we recommend a similarity threshold of 0.68 or higher, and Enterprise adds deepfake detection for high-risk flows.
Can I use the API from outside Nigeria?
Yes. IDNexus is a global service. It is governed by Nigerian law and identity lookups use Nigerian data providers (BVN, NIN, phone), while biometric verification works worldwide.
How do I report a security vulnerability?
Email [email protected]. We respond within 24 hours and do not pursue legal action against good-faith security researchers.