Why was my proof of identity rejected?

Here are some common reasons why your proof of identity may have been rejected by our verification team:

• Name mismatch – the name on the document does not match the one registered with us.
• Expired document – the submitted document is no longer valid.
• Incomplete document – the document is cropped, missing important information such as your date of birth, or otherwise incomplete.
• Black-and-white copy – we require colour copies to ensure clarity and authenticity.
• Missing reverse side – for documents like ID cards or driver’s licences, both the front and back must be provided.

You can review the full identity document requirements here.

To upload a valid proof of identity, please use either our app or the web platform:

• On the app: go to Account > My requests, or use this link this link.
• On the web platform: click LIVE or DEMO in the top right corner, then select My requests, or use this link.