Account Deactivation  Due to Expired CNIC

  • Send out outbound messages to accounts with expiring CNICs one month prior to the expiration, requesting the submission of updated documentation.

  • Conduct bulk deactivations of accounts with expired CNICs through PL and Mission Control, coordinated with the L2-Support Team. This process is performed on a monthly basis to ensure timely handling.

Account Reactivation

  • CMU processes reactivations for accounts with expired CNICs upon receipt of updated documentation. 

  • It is to be checked first if the user has shared clear and live pictures of the front and back of their updated CNIC.

  • In case the picture shared is either scanned, is a photocopy, is blurry, has any watermarks or part of the CNIC is distorted due to camera flash; CMU will ask the user to share the CNIC again.

  • CMU manually reactivates the account through Mission Control and all of the cards on PL (if the card status is Counterfeit).

  • The user’s number will then be searched in the CNIC Expiry sheet which has data of all the users that were deactivated due to Expired CNIC and mark them as done.

  • The chat link and user’s account number is added to the Docs to be uploaded sheet. This sheet contains all of the users for whom CNIC uploading/updating is required.

  • Inform users of their account reactivation after the process is complete. CMU ensures that reactivations are performed manually and resolved within one business day after users share their updated CNIC to maintain efficient service.

CNIC Uploading/Updating

  • From the Docs to be uploaded sheet, a chat is located where the user has shared their updated CNIC.

  • CMU will download the images of the front and back and crop them accordingly so it can be updated in the IRIS database.

  • The user’s account number will be searched on IRIS, select Edit and go to the Documents section.

  • From the Add Document section, enter the Document Issue and Expiry Date, which can be found on the front of the CNIC. Select document “National ID” and upload the CNIC front and back.

  • After documents are uploaded successfully, CMU will go to the Profile section and change the Date Of Issuance/Expiry according to the updated CNIC .Change status to Pending and update the profile.