Customer Scenarios

Practical guidance for the NIN-related requests customers bring to your counter.

01Customer Forgot Their NINCustomer scenario and recommended workflow

“I have forgotten my NIN and I need it urgently.”

This is one of the most common requests you'll receive. Before performing any search, determine what information the customer still has. The information they provide will help you choose the correct search method.

What to ask

1.
Their NIN Number
This is the quickest and most reliable way to retrieve a NIN document.
2.
A Previous NIN Slip or a Photo of It
If available, use it to obtain the customer's NIN or demographic information.
3.
The Phone Number Used During NIN Enrollment
Confirm the number carefully before searching. Do not allow the customer to guess the phone number.
4.
Their Demographic Information
Ask for their first name (English name), last name (surname), date of birth, and gender. Ensure these details match the information provided during NIN enrollment.
5.
Any Other Enrollment Information
Collect any additional details that may help identify the customer's record.
6.
Their Tracking ID
This is only useful to a registered NIN enrollment agent with access to an enrollment workstation. Use it to retrieve the NIN, then search using the NIN number.

Recommended search method

Choose the search method based on the information the customer can provide. If they have more than one option available, use the method that is most reliable and cost-effective.

Important

Do not guess customer information. Confirm every detail before starting the search. Phone Number Search is the only search method that can result in an unexpected charge if the number belongs to another person's NIN.

Outcome

If the search is successful, select the document they requested: a Long/Regular NIN Slip, Standard NIN Slip, or Premium NIN Slip.

Next steps

If the search is unsuccessful, ask whether the customer has another form of identification or enrollment information for a different search method.

02Customer Only Has a Phone NumberCustomer scenario and recommended workflow

“I don't remember my NIN, but I still have the phone number I used during enrollment.”

When a customer only has the phone number used during enrollment, you can retrieve their NIN using Phone Number Search.

Before you search

Ask the customer to read out the phone number slowly.
Read the number back to the customer for confirmation.
Make sure the customer is confident that the number was used during NIN enrollment.
Explain that this search may attract a charge if the number is linked to any NIN.

Important

Phone Number Search is the only search method that can result in an unexpected charge. If the number is linked to a NIN, your wallet is charged even if the returned NIN belongs to someone else. There is no charge only when the number is not linked to any NIN.

Example outcomes

Expected result

The correct enrollment number returns the customer's NIN. Your wallet is charged, and you can generate the requested document.

Unexpected charge

A wrong number that belongs to another person's NIN returns a valid NIN and your wallet is charged. The returned NIN does not belong to your customer.

No charge

A number that is not linked to any NIN returns no NIN and your wallet is not charged.

Best practices

Never allow a customer to guess their phone number.
Confirm the phone number before searching.
Explain how charges work before proceeding.
If the customer is unsure, consider another search method instead.

Outcome

If successful, select the requested Long NIN Slip, Standard NIN Slip, or Premium NIN Slip.

Next steps

If the search is unsuccessful or the customer is unsure of the enrollment number, use another suitable method such as Demographic Search or NIN Search.

03Customer Wants to Print a Plastic NIN CardCustomer scenario and recommended workflow

“I want to print my plastic NIN card.”

A plastic NIN card is printed using the Premium NIN document. Before proceeding, ensure the customer has their NIN or enough information to retrieve it.

What to ask

1.
Their NIN number
2.
A previous NIN slip or a photo of it
3.
The phone number used during enrollment
4.
Their demographic information
5.
Any other enrollment information

Recommended search method

Choose the most appropriate search method based on the information provided. Once the customer's record is retrieved, select Premium NIN.

Important

Premium NIN is the required document for plastic NIN card printing. It is also the most widely accepted NIN document for local and international verification.

Outcome

If the search is successful, generate the Premium NIN and proceed with the plastic card printing process.

Next steps

If you cannot retrieve the customer's NIN, try another search method using any additional information they can provide.

Start serving NIN customers

Open an Idyntic account and retrieve your first slip today. Pay only for the searches you run.

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