Capitec app does not allow new account

Hi Capitec

I would like to change banks - because I want to do as much as possible on a digital platform and NOT visit a branch. I downloaded your app and deleted and downloaded again because twice it said my ID cannot be verified by home affairs or something like that. I contacted a capitec consultant telephonically who told me that is "a thing". Some people just get it, their ID's are "flagged" whatever that means. What does it mean? because I would apparently not have any problems to open an account with the "flagged" ID at a branch in person or I could complete the app process with a passport number (long since expired). So....is Capitec aware of this problem? Can anybody even open an account with the app or is it just a marketing thing? Like I said, the reason I want to change is to minimize my time spent in branches. So will Capitec be able to make this possible or should I try another online bank?