Where do I upload my documents?

Everything happens in one place: the Verification tab of your profile. On the website, click your avatar at the top of the page to open your Profile, then select the Verification tab.

Before you start, fill in your personal info in the General tab. Verification opens only after your profile is complete.

The Verification tab has two sections:

• Identity and address: your ID document, a quick liveness check and your proof of address.

• Payment: documents for the cards, wallets and bank accounts you use on your account.

The Payment section opens once your identity and address are confirmed, so start with the Identity and address section.

You can upload JPG, PNG, HEIC, WEBP or PDF files up to 50MB. Documents are uploaded in the Verification tab and are never sent through chat.

What documents are suitable to verify my identity?

Any valid photo ID works, and there are a few to choose from.

Upload one of these in the Verification tab, in the Identity and address section:

• Passport

• Driving license

• National ID card or another government-issued photo ID card

• Residence permit or permanent resident card

• Provincial ID card or provincial health card with a photo

• Adult proof of age card showing your photo, date of birth and expiry date

What the document has to show

• The document is valid and not expired.

• For ID cards, both the front and the back are uploaded.

• Your photo, date of birth and the expiry date are visible and unaltered.

• Watermarks are visible and the image is not edited.

• It is a clear photo rather than a scan, with all four corners in the frame.

You can upload JPG, PNG, HEIC, WEBP or PDF files up to 50MB.

The liveness check

Verification has three steps: your identity document, a liveness check and your address. The liveness check is a quick selfie. Find a well-lit place, keep your face inside the frame and take off hats, glasses and masks.

For the document photo, use a well-lit room, avoid reflections on the document and do not edit the image.

What documents are suitable to verify my address?

Most household paperwork does the job here.

Upload one of these in the Verification tab, in the Identity and address section:

• Utility bill

• Bank statement

• Property tax bill

• Council rates bill or council tax bill

• Lease agreement or rental contract

• Official letter from a government authority

• A valid ID document that shows your address

What the document has to show

• It is dated within the last 90 days.

• Your name and full address are clearly visible, including the postal code.

• The official logo of the company or authority that issued it is visible.

• The image is clear, all four corners are in the frame and it is not edited.

PO Box addresses and mobile phone bills are not accepted.

You can upload JPG, PNG, HEIC, WEBP or PDF files up to 50MB.

Address confirmation is the last of the three verification steps, after your ID document and the liveness check.

How can I verify my payment method?

It takes one document, and which one depends on the method you used.

Upload it in the Verification tab, in the Payment section.

Bank card

A clear photo of the card showing your full name, the expiry date, and the first 6 and last 4 digits of the card number. Upload both sides unless all of this is on one side. You can cover the CVV code, and all four corners of the card have to be in the frame.

If the card is closed, expired or lost, a document from your bank confirming this also works. It has to show your name, the last 4 digits of the card and the bank logo. A screenshot of your chat or email with your bank's support team works too.

Virtual card

A screenshot of the card from your banking app showing your name and the first 6 and last 4 digits. If those are not shown, upload a bank statement instead.

E-wallet

A screenshot of your last deposit showing your name, the amount, the time and the transaction ID. A screenshot of your wallet account with your name and email visible also works.

Bank account

A bank statement dated within the last 90 days, or a screenshot from your online banking. It has to show your full name, the full account number you used with us and the bank logo, with all four corners in the frame. A bank statement also has to show your postal address.

Apple Pay

A photo or screenshot of the card used for the deposit, together with a bank statement showing your last Apple Pay transaction. A screenshot of the transaction with the date, the amount and the last 4 digits of the card number is enough as well.

Good to know

For a bank card, upload a photo of the card. For every other method, a screenshot or a PDF works.

The Identity and address section is for your own documents only. If you are asked to verify a card that belongs to someone else, upload the card photo together with the cardholder's ID and proof of address in the Payment section.

Payment method verification becomes available once your identity and address are confirmed. You are notified as soon as the method is verified.

How long does the verification process take?

Faster than most people expect.

• Identity and address: usually 5 to 10 minutes, and no longer than 15 minutes.

• Payment method: usually from 10 minutes to a few hours.

When all of your documents show the Verified and Approved status, your verification is complete.

You have 10 attempts to upload the right document. If none of them is accepted, uploading is paused for a while, and our team helps you continue from there.

If something is missing or needs clarification, you receive a notification from our security team.

What does my verification status mean?

The Verification tab shows where each document stands.

In progress

Your documents are being reviewed. Nothing is needed from you, and this usually takes 5 to 10 minutes.

Verified and Approved

The document was accepted. When every document in the Verification tab shows this, your verification is complete.

Not approved, try again

Something in the document could not be read or accepted. Upload a different document, or a better quality image of the same one.

Not approved, contact support

This one cannot be solved by uploading again. Let us know and a team member will look into it with you.

Why was my document not approved?

It usually comes down to what the image shows rather than the document itself.

• The photo is blurred, dark or has reflections on the document.

• A corner is cut off. All four corners have to be in the frame.

• The document is expired, or the expiry date is not visible.

• Part of the information is covered or unreadable.

• The image was edited, or it is a scan where a photo is required.

• The document is dated more than 90 days ago, for proof of address.

• The document type is not on the accepted list for that step.

What to do next

Take a new photo in a well-lit room, keep all four corners in the frame and upload it again in the Verification tab. You have 10 attempts in total, and after that uploading is paused for a while.

If the Verification tab asks you to contact support instead of trying again, let us know and a team member will take it from there.

Why do I need to verify my account again?

A second request is normal, and it usually has a simple reason behind it.

• You added a new payment method, such as a card, an e-wallet or a bank account. Every new method is verified to confirm that it belongs to you.

• A document you uploaded earlier has expired and needs an update.

• Verification can be requested at any point of your account activity as a standard security check that keeps your withdrawals safe.

Open the Verification tab to see what is being asked for. It can be a new document, or proof that a payment method is yours, such as a bank statement or a photo of the card you used.

Verification keeps your personal and financial information secure and keeps your withdrawals moving without delays.

How do I confirm my email address?

Two clicks and you are done.

1. Open the General tab of your profile and click Send confirmation link.

2. Open the email and click Confirm now.

Your email address is confirmed as soon as the link opens.

If the email is not in your inbox, check your Spam and Promotions folders. If it is not there either, let us know and we can confirm your address manually.