Verifying your identity
We ask you to verify your identity in order to protect your account, prevent fraud and comply with legal requirements relating to financial transactions. This helps to keep both you and our system safe, particularly in the event of any unusual activity, such as large or unusual transactions.
It's available 24/7 and, once started, you have 10 minutes to complete the process.
Why am I being asked to verify my identity?
There are several reasons why we ask for verification:
- Protect your account: Linking your identity with your phone and a 6-digit PIN ensures secure access.
- Prevent fraud: Accurate ID checks help stop illegal transactions and secure the financial system.
- Meet legal obligations: Financial institutions must monitor for suspicious activity and may request re-verification as needed.
What makes a document unacceptable?
|
Common issues |
What to do |
|---|---|
| Non-authentic or expired. | Use original, valid documents. |
| Damaged or poor lighting. | Ensure good lighting and clear photos. |
| Glare or plastic shine. | Tilt the document slightly to avoid reflections. |
| Only one side is shown. | Include both front and back |
Make sure your document is readable, updated, undamaged, and clearly photographed from both sides.
Why is my verification taking longer than expected?
The verification process can take up to 3 business days to be completed. In some situations we may need additional information and, if that’s the case, we will contact you by email.
Without an update after 3 days? Reach out via:
- Desktop: Click Contact Support in the left-hand menu when logged in.
- Mobile: Scroll to the bottom of the main menu and tap Support.