Sometimes we are unable to automatically verify user identity based on the documents and information initially provided in the Bottlepay app. When this happens one of our team will need to manually review the application. You will typically see this image on your home screen if this happens. 👇

There's nothing you need to do right now. Our team will be in touch with you as soon as they can.

Why does my application need to be manually reviewed?

There are a number of reasons why your application might need to be manually reviewed, including:

  • Issues with uploaded images eg. Poor lighting, Glare, Blurry or partial ID photos

  • The names you entered didn't match the names on your ID documents

  • There was an issue with your Proof of Address (POA) documents.

If this is the case, you will be asked to provide further details or documents before we can approve your application. To help you get the documents you need together, here's a list of the most common forms of ID and POA documents that we accept.

Common forms of ID we accept:

  • Valid Driver’s License (or provisional licence)

  • Passport

  • Residency permits or cards

  • ID cards (EU residents only)

Common proof of identity documents we accept:

  • Utility bill (recent)

  • Bank statement (showing recent transactions)

  • Official govt correspondence

To find out why we are required to verify your identity please tap here.

Please feel free to get in touch with support if you need further help.

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