What if my verification isn't approved?
Most checks complete in minutes. If yours doesn't go through straight away, don't worry, we'll help you sort it out.
Most common reasons
The vast majority of failed verifications come down to one of these:
- The photo of the document is too dark, blurred or partially cropped.
- The document has expired.
- The name or date of birth on the document doesn't match your account details.
- We couldn't match the address you provided against public records.
In most cases, simply re-uploading a clearer photo or a more recent document is all it takes to get verified.
What happens next
If we can't verify you automatically, a manual review is triggered. You'll see a message in your account explaining exactly what's missing, with a prompt to upload a fresh document. Manual reviews are usually completed within 48 hours, and we'll let you know as soon as it's done.
If you disagree with the outcome
If your verification is declined and you believe the decision is wrong, reach out to our support team via the contact form or live chat. We'll review your file with fresh eyes and explain the outcome clearly. If you're still not satisfied after that, the complaints article in this Help Centre explains how to escalate independently.
We're on your side. If something isn't working, tell us and we'll do everything we can to help you through the process.
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