If your ID or proof of address isn’t going through, these are the most common issues—and see how to fix them.
1. 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.
Also, the proof of address can't be under a family member's name. It has to be in your own name, the one on your ID.
2. Missing address fields
If key fields (e.g., city, postal code) are left blank, verification won’t be successful.
3. 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.
4. 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 more examples of acceptable documents.
Still stuck
Contact customer support—we’re here to help.