Sometimes we are unable to verify user identity based on the documents and information initially provided. When this happens one of our team will need to manually review the application, they will be in touch with you in due course.

To help understand why we are required to verify your identity click here.

Tips for account verification:

Please double check that all of the information which you provided us is up to date and accurate.

Your identity verification may have failed if your document photos had:

  • Poor lighting

  • Glare

  • Blurry ID photo

  • Not captured the whole document

  • The photo needs to be an image of the original ID and not taken off a screen.

If you have alternative forms of ID and POA (Proof of address) please have these ready should we request them from you during our review of your application.

Forms of ID we accept:

  • Valid Driver’s License (or provisional licence)

  • Passport

  • We also accept residency cards for UK/EU and in the EU we can accept Identity Cards

Proof of address can include any bank or credit union statement, credit card statement, household utility bill (electricity, gas, water, landline, etc.) or council tax bill that you have received in the last 12 months.

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

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