IBAN generation and Monerium onboarding issues
Gnosis App uses Monerium as its banking partner to provide IBAN accounts linked to your wallet. If you are having trouble generating an IBAN or completing Monerium onboarding, this article covers the most common issues and next steps.
Why can't I generate an IBAN?
IBAN generation requires your Gnosis App account to be fully verified. Common reasons it may fail include:
Your KYC verification is still in progress or has not been approved
Your Monerium onboarding is incomplete â a separate step from Gnosis App KYC
There is a data mismatch between your Gnosis App profile and the information submitted to Monerium (for example, a name or address discrepancy)
Your country of residence is not supported by Monerium
A technical error occurred during the onboarding process
Steps to try first
Confirm your Gnosis App KYC is fully approved (not pending or under manual review)
Check that your name and address in the Gnosis App match your identity documents exactly
Restart the Monerium onboarding flow from the app if it appears incomplete
Wait 24 hours after KYC approval before retrying â Monerium may take time to sync your verification status
When to contact support
If you have followed the steps above and still cannot generate an IBAN, contact our support team. Please include:
Your registered email address
A screenshot of any error message you are seeing
Confirmation that your KYC is approved
How long you have been waiting since KYC was approved
Our team will investigate the Monerium onboarding status on your account and coordinate with Monerium directly if needed to resolve the issue. Resolution times may vary depending on the nature of the problem, but most cases are resolved within 3â5 business days.
Note on Monerium support
For issues that require Monerium's direct intervention (such as account flags raised on their side), the Gnosis App support team will act as the intermediary. You do not need to contact Monerium separately.