Verification can fail for various reasons—usually due to a mismatch, missing detail, or outdated document. Here’s what to check and how to fix it.
1. The address doesn’t match
The address on your proof of address must match the one you submitted during verification. If the two don’t match, your verification can’t be approved.
2. The names don’t match
The full name on your ID must match the one shown on your proof of address. If there's even a small difference, the system will reject it.
3. Missing address fields
If key fields (e.g., city, postal code) are left blank, verification won’t be successful.
4. The proof of address is older than 3 months
Your proof of address must be dated within the last 3 months. Older documents aren’t accepted.
5. You submitted a mobile bill as your proof of address
Mobile phone bills aren’t accepted as proof of address. Use a different document, such as a recent electricity bill, bank statement, or government letter. See the full list of accepted documents here.
6. You submitted a photo of your proof of address
Photos aren’t accepted as proof of address. Upload it in a PDF format.
Still stuck? Contact customer support—we’re here to help.