Why are my documents being rejected?

If our Account Review team do not accept your uploaded verification documents you will be able to log back in and have another go. Our team will give you the reason why your documents were rejected via email, so take a look at that reason before re-uploading. 

Your documents will be rejected if they do not meet the criteria below.

 

Proof of identity

Please make sure your uploaded proof of identity document:

  • is a high resolution colour scan/image
  • has an expiration date
  • is Government issued
  • includes your date of birth
  • is valid (in date)
  • is an allowed file type extension - jpeg, jpg, png or pdf.
  • is at least 98KB and at most 3MB
  • Minimum image dimensions of 350 x 350px, maximum image dimensions of 4096 x 4096px

We require the full document to be visible in your uploaded image, please make sure all four corners of the document are on show in the image.

 

Proof of address

Please make sure your uploaded proof of address document:

  • is dated within the last 6 months of the upload (drivers licence or national identity card only need to be valid)
  • is a high resolution colour scan/image
  • contains your name and address
  • is written in Latin characters
  • is an allowed file type extension - jpeg, jpg, png or pdf
  • is at least 98KB and at most 3MB
  • Minimum image dimensions 350 x 350px, maximum image dimensions of 4096 x 4096px

We require the full document to be visible in your uploaded image, please make sure all four corners of the document are on show in the image.

 

Please note we can accept your driving licence or national identity card as proof of address or identity, but it can't be used for both. Information on selfies and what criteria they need to meet can be found here.

 

Need more guidance? Feel free to get in touch with our Support team by submitting a query on our Contact Us page.

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