When setting up your project, you’ll be asked to upload a valid ID to verify your identity. This process is automated, so the file you upload must meet all the required criteria.
If your ID hasn’t been verified, don’t worry — here are some of the most common issues and how to fix them:
🔍 Problem: The details don’t match exactly
Why it happens: The name, date of birth, or address you entered doesn’t exactly match what’s shown on your ID or address document. For example, if you enter "Sam" but your passport says "Samuel", the system won’t be able to verify it.
✅ Solution:
Double-check and update your details to exactly match what’s on your ID when re-uploading your document.
📸 Problem: Part of the document is cut off
Why it happens: Not all corners and edges of your ID are visible in the photo.
✅ Solution:
Lay your ID flat on a table and take a new photo, making sure the entire document (including all corners and edges) is clearly visible with space around it. If it is an address document, please ensure you include the full page and not just the top of the page where the address is.
📁 Problem: Wrong file format
Why it happens: The uploaded file isn’t in JPG or PNG format.
✅ Solution:
Save or export the file as a JPG or PNG. If you’re unsure how, try asking a friend or searching online for a quick guide.
🎨 Problem: Image is black and white
Why it happens: The verification system can’t process black-and-white images.
✅ Solution:
Take or upload a clear, full-colour image of your ID.
📅 Problem: The address document is too old
Why it happens: The address document was issued more than 6 months ago.
✅ Solution:
Upload a document dated within the last 6 months.
📦 Problem: File is too large
Why it happens: The file exceeds the 8MB upload limit.
✅ Solution:
Reduce the file size to under 8MB. If you’re not sure how, a quick web search or a tech-savvy friend can help!
What happens next?
Once you've re-uploaded your ID, our payment provider will review it. This can take up to 48 hours, and you’ll get an email once the review is complete.
For more information, you can read our full ID upload guidance here.
If your documents are still being rejected or remain unverified, please get in touch with our support team via the messages icon (bottom right corner) or email us at [email protected] — we're here to help!