Digital Account Opening and Electronic KYC Verification

Opening accounts digitally and verifying customer identity electronically

Opening an account is the customer’s first experience with a financial institution, and often the most tiring. Here we explain how to design a digital account opening journey that respects Know Your Customer requirements and stays easy for the customer.

Banks and financial institutions 6 min read

By Nour Aldein Tleti. Updated 7 October 2026.

How does digital account opening with electronic identity verification work?

The customer starts the application on their phone, enters their details and photographs their ID document. The document is then verified, and matched to its holder, using the methods regulatory instructions allow. Next the application is screened under Know Your Customer and anti-money laundering procedures, and the account is opened or a short visit is requested to complete one specific step. The aim is to prepare most of the file digitally, so any branch visit that is needed is short and focused.

Stages of the account opening journey

Collecting basic data: Name, phone number, address and occupation, with the phone confirmed by a code sent to it.
Photographing documents: A clear photo of the ID document with live guidance on lighting and angle, and an automatic check of image clarity.
Verifying the person: Matching the applicant to the document photo with a selfie or video call, as the instructions allow.
Risk screening: Checking the data against internal and official sanctions lists, and classifying the customer by risk level.
Decision and activation: Opening the account and sending login details, or setting one clear in-person step with an appointment.

Why customers drop off, and how to fix it

A long form: Ask only for what is needed at the start, and defer non-essential data until after the account is opened where possible.
Photos rejected without a reason: Tell the customer the reason immediately, such as blur or glare, and let them retake it.
Interruption mid-application: Save progress automatically so the customer can continue once the connection or power returns.
No communication: Send an update at every stage, because waiting without information pushes customers to give up.

Considerations specific to the Syrian market

Regulatory instructions: Rules for remote verification and document retention are set by the competent regulators, so check the requirements in force before design and at every update.
Customers abroad: Syrians living outside the country may want to open accounts or manage their families’ accounts, which needs special verification controls as the instructions allow.
Phones of varying quality: The camera and verification must work on mid-range phones, not just the latest devices.
Old or damaged documents: Some customers carry old or worn documents, so a clear alternative path is needed instead of automatic rejection.

Steps to design the account opening journey

01
Review the requirements
Collect the instructions in force and the institution’s internal policy, and decide what can be digital and what needs attendance.
02
Shrink the form
Remove every field you do not need at the moment of opening, and use ready-made lists instead of free text.
03
Test on real phones
Test photography and verification on common devices and weak connections before launch.
04
Prepare the review team
Decide who reviews cases the automatic screening rejects, and within what time.
05
Measure and improve
Track the step where most customers drop off, and fix it first.

Traditional vs digital verification

Step	In the branch	Digitally
Submitting data	Paper form filled in by the customer or staff	Phone form with instant field validation
Documents	Paper copies kept in a file	Digital images archived and linked to the account
Matching the person	Visual comparison by staff	Selfie or video call as the instructions allow
Risk screening	Manual review of lists	Automatic screening with human review of suspicious cases

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Banks and financial institutions

Frequently asked questions

Can a bank account be opened in Syria without visiting a branch?

It depends on the regulatory instructions in force. It is best to design the journey so the digital part is as complete as allowed, with a short in-person step when needed.

What are Know Your Customer procedures?

They are procedures through which a financial institution verifies a customer’s identity, source of funds and type of activity to prevent fraud and money laundering. Their depth varies with the customer’s risk.

How do we protect the document images customers send?

Encrypt them in transit and in storage, limit access to authorised staff, log every view, and keep them for the periods the instructions set.

Can WhatsApp be used to receive documents?

It is not recommended for official documents. They are better uploaded inside the institution’s protected app or website, with WhatsApp used only for reminders and guidance.

Does this journey apply to microfinance institutions and insurance companies?

Yes, once adapted to the type of service, the level of risk and the instructions for each activity.