Help CenterDocuments are most often returned for one of these reasons:
| Reason | What to do |
|---|---|
| Blurred, dark or cropped image, or glare and shadows hiding information | Re-take it in good light, in colour, with all four corners in frame |
| A screenshot of a photo | Send the original photo or scan |
| Expired document | Send a current, unexpired one |
| Name, date of birth or address does not match your account | See below |
| A different type of document from the one requested | Send the document type named in the request |
| Proof of address older than 3 months | Send a document issued within the last three months |
| Edited or altered in any way | Send the unmodified original |
| Only part of the document is shown | Send the complete document |
Please check the list and resubmit a clear photo of the original that shows the entire document — screenshots and edited images are not accepted. If the problem continues after you resubmit, contact customer support. In some cases additional documents may be requested, or verification may not be approved.
If your details don't match
Your account details — name, date of birth, address — must reflect your actual circumstances. Where a document does not match, we will ask for an explanation and, where appropriate, supporting evidence.
- Your account address is out of date (for example, after moving): update it to your current address in My Profile, then submit a document showing that address.
- Your account address is correct but the document shows a previous address: submit a recent document showing your current address.
Documents are not accepted as a way of changing account details to a residence you do not actually hold.
Re-verification
Verification is not a one-off. We may ask you to verify again, or to add documents, when a document expires, when your account or payment details change, after a long period of inactivity, or where risk indicators arise. Please keep your details accurate and tell us if your name, address or contact details change.