July 14, 2026

Document Acceptance Standards

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Ensure all driver and vehicle documents are accepted on the first attempt.

Follow these standards to minimize onboarding delays and maintain a compliant fleet.

Check the details in the sections below:

1. PSV Car Insurance

PSV Car Insurance

2. Background Check

Background Check

3. Driving License

Driving License

4. Pro Tips for Fast Approval

Pro Tips for Fast Approval

1. PSV Car Insurance

Commercial Public Service Vehicle (PSV) insurance is mandatory for all vehicles operating on the platform to ensure regulatory compliance and safety.

1. PSV Car Insurance
Rejection Reason	What it means	How to fix it
Expired Document	The policy’s expiration date has passed, or the document does not show a valid upcoming coverage window.	Check the Expiry Date explicitly written on the certificate. Always upload the renewed, active insurance cover.
Incorrect Document Type	A standard Private Car Insurance certificate or a mere payment receipt/invoice was uploaded instead of the actual PSV policy.	The document must be clearly labeled as "PSV Insurance Certificate" or "Commercial/Chauffeur Driven Insurance". Receipts or policy schedules are not accepted as substitutes for the official certificate.
Mismatched Vehicle Details	The registration number (License Plate) or the chassis/VIN number on the insurance certificate does not exactly match the vehicle registered on your dashboard.	Double-check that every character of the Registration Number matches your vehicle profiles exactly. If there is a typo on the insurance certificate from the underwriter, it must be corrected by the insurer before uploading.
Illegible / Blurry / Cropped Image	The reviewer cannot read the critical information (dates, stamp, plate number) due to glare, poor resolution, or cut-off borders.	Ensure all four corners of the physical certificate are visible in the photo. Avoid overhead lighting glare on plastic/laminated surfaces and use a high-resolution camera.

2. Background Check

The Certificate of Good Conduct (issued by the Directorate of Criminal Investigations - DCI) verifies the safety and background eligibility of your drivers.

2. Background Check
Rejection Reason	What it means	How to fix it
Expired or Invalid Certificate	The Certificate of Good Conduct is typically valid for 12 months from the date of issue. Uploading a document past this validity period will result in immediate rejection.	Verify the Date of Issue printed on the certificate. Ensure it is well within its active shelf-life.
Incomplete Document (Missing QR Code or Receipt Page)	Modern Kenyan Certificates of Good Conduct are generated digitally via eCitizen and include a verification QR code. Uploading only the application payment receipt, or uploading the certificate without its accompanying verification elements, is invalid.	Upload the full, official, high-quality downloaded PDF certificate from the eCitizen portal. Ensure the QR code and reference numbers are completely visible and scannable/unblurred.
Name Mismatch	The name on the Certificate of Good Conduct does not match the driver's National ID or the name on their profile.	Check for spelling errors or missing middle/last names. The driver's profile name on the app must strictly align with their legal name listed on the DCI certificate.

3. Driving License

Drivers must possess a valid, government-issued Driving License with the appropriate class endorsements for commercial public service vehicles.

3. Driving License
Rejection Reason	What it means	How to fix it
Incorrect License Type (Missing PSV Endorsement)	The driver uploaded a standard private vehicle license (e.g., Class B) without the legally required PSV (Public Service Vehicle) Badge/Endorsement details.	Ensure the driver holds a digital Smart DL or a valid interim driving license that explicitly reflects the appropriate class endorsement allowing them to operate public service/passenger vehicles.
Expired License or Missing Renewal Page	The primary driving license has expired, or the driver failed to provide proof of the current validity extension/renewal.	For older booklet licenses, the Renewal Stamp/Page must be captured clearly alongside the main bio data page. For Smart DLs, ensure the digital status is active and verified.
Blurry Photo or Illegible Text	Essential text like the Driver’s License Number, Date of Birth, Expiry Date, or the driver's face photo is dark, pixelated, or unreadable.	Take the photo in a well-lit room without flash glare obscuring text. The document text must be clear enough to read comfortably.
Cropped or Partial Image	Only a part of the license card or book was photographed, hiding security features, edges, or required data fields.	Always take a flat, straight-on picture showing the entire front and back (or all relevant pages) of the license document.