If you’ve experienced any issues with the Identity Verification process, this guide will help you navigate your way through those issues and successfully complete the process. If you continue to experience issues and none of these options helped, please get in touch with our Support team via the Live Chat in the lower right-hand corner.
Always ensure that the information you enter needs to be the same as the information on your ID document. Discrepancies between these two can lead to the verification being denied. Here are several errors you may have encountered:
Seeing the error "Unable to upload your ID".
Seeing this error indicates that there was an issue with your connection to the service. Try using another device (when given the option to switch to mobile try this, alternatively if you were using mobile try using the desktop version). If that doesn’t work, check your internet connection or contact our support team.
Being asked to upload your ID document again.
If you have completed the identity verification process and are asked to resubmit an ID document, this is likely due to the platform requiring additional information in order for you to continue using the services provided. As regulations change new data can be required, and in that case, we need to ensure that all regulations are followed in order to provide the secure service we pride ourselves on.
To re-upload an ID, follow the instructions indicating upload document and complete the integrated rotating selfie.
You don’t live in the same country as your ID document is from.
If your ID documents are from one country and your country of residence is another country, unfortunately, the verification process cannot accept this at this time. We are constantly working to accommodate as many users as possible, so this is likely to change in the near future.
You need to change your residency address, email address, name or date of birth.
If you need to change any of these, please refer to the individual articles below:
How to change your residency address
How to change your email address
How to change your date of birth
If you continue to experience issues with the identity verification process please get in touch with our helpful Support team, available 24/7 through the Live Chat feature.