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I ran into a UX problem with Wise recently that got me thinking.
Every now and then, they ask me to verify my identity and country of residence again. Fair enough. It's a financial service, and there are legal reasons for doing this.
The problem is that the documentation I have simply doesn't fit their options. I have a passport from one country, but I live in another, and the app doesn't seem to know what to do with that combination.
Every time, I end up talking to someone from their support team. They review everything manually and eventually approve it.
So the funny part is that the system can't verify my residence, but a person can.
And I keep wondering how many “edge cases” like mine aren't really edge cases anymore.
We live in a world where it's completely normal to have one passport, live in another country, work for a company somewhere else and have documents from several places.
The world got global pretty quickly.
A lot of our digital products didn't.
That's an absolute pain to deal with. How often is this?
the Wise check is frustrating. did you find a better flow?
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