As part of our compliance with legal and regulatory requirements surrounding account verification, we are obliged to confirm that our customers are over 18* and meet other verification criteria.
We try to make this process as simple as possible by using electronic checks. Unfortunately, these checks are not perfect, and we cant always validate 100% of our customers. Additionally, issues with uploading photos or documents, such as file format errors or poor image quality, may also contribute to verification difficulties.
Additionally, proof of address documents must be dated within the last three months to be considered valid.
This is not the fault of you the customer, but a limitation of the databases we use. You may need to provide further documents from the list below: Ensure that the documents you provide are clear, original photos (not scanned images or screenshots), in color, and of high quality. Accepted file formats include JPG, PDF, PNG, and HEIC.
One Photo ID from the following list:
Passport
Driving License (UK Drivers License counts as both)
National ID
And/or
One of the following proof:
Utility bill (dated within the last three months)
Copy of a bank statement (dated within the last three months)
Council tax bill
Customers based in the UK can use their UK Driving License as either a photo ID or proof of address, but not both. Irish customers must verify using both photo ID or Proof of Address.
Troubleshooting and Submission Guidelines
If you encounter issues while uploading photos or documents for account verification, follow these steps:
General Guidelines for Document Uploads
Ensure the document is a clear, original photo, not a scanned image.
Use one of the accepted file formats: JPG, PDF, PNG, or HEIC.
The document should be in colour, high quality, and show all required details and corners.
Troubleshooting Common Issues
Photo or Document Cannot Be Opened
Resubmit the photo or document in one of the accepted formats (JPG, PDF, PNG, HEIC).
If the issue persists, try sending the document via email for manual review.
System Rejects ID Photo
Retake the photo following these guidelines:
Avoid shadows and glare by using good, even lighting.
Ensure the ID is fully in frame, in focus, and sharp.
Move closer to capture all details clearly.
Adjust the angle to reduce reflections.
If the new photo is still rejected, try uploading it via live chat or email for manual review.
Passport Photo Cannot Be Opened
Upload a new photo of your passport.
Alternative Submission Methods
Use the live chat feature to upload the files directly.
Send the documents via email to customer care for manual review. By following these steps, you can resolve most issues related to uploading photos or documents for account verification. If problems persist, contact Customer Care for further assistance.