Common rejection reasons for verification documents

Identity Verification:

  • ID expired (we are not able to accept COVID extensions)
  • ID type not supported - We accept a driver's license, a national ID, or a passport (except for US residents). Any other IDs will not be accepted.
  • ID is expiring soon - There need to be at least 30 days between the submission date and the expiry date on your ID.
  • ID is damaged or worn out - If your ID is damaged or worn out, it cannot be accepted. 
  • Pictures are blurry - Please make sure the pictures are clear and all 4 corners of the ID are visible. Any glare or blur may cause the system to reject it. 

You can resubmit the documents here.

Proof of Address Verification:

  • The name on the document does not match the account - we can only accept documents with your name. Your spouse's or family member's documents will be rejected.
  • The image is a screenshot - We cannot accept screenshots or pictures of a computer/cell phone screen showing the document. We accept PDF files of the digital statements or pictures of the original documents.
  • The address does not match the account - The proof of address document must show the address you have on file. The address on file should be the address you entered when you placed your first order. 
  • The document is too old or doesn't have an issue date - We need to be able to verify that the document was issued within the last 3 months. A document without an issue date will not be accepted.
  • The document type is not supported - We cannot accept medical bills, cellphone bills, purchase receipts, or other invoices. We accept utility bills, bank or credit card statements, tax invoices (dated within the last 3 months), or other government-issued residential statements or certificates.
  • The document is folded or in the envelope - All 4 corners need to be visible. 

You can resubmit the documents here.

Proof of Income Verification: (How can I verify my source of wealth?)

  • The image is a screenshot - We cannot accept screenshots or pictures of a computer/phone screen showing the document. We accept PDF files of the digital statements or pictures of the original documents.
  • The document does not indicate income/source of wealth - The bank statement(s) provided needs to show the deposits of salary, pension, or relevant source of wealth and the description of the deposits on the statement should indicate the deposit type, i.e. payroll, pension plan, etc.
  • The document is too old or doesn't have an issue date - We need to be able to verify that the document was issued within the last 3 months. A document without an issue date will not be accepted. If you are submitting tax return files, please make sure it's from the most recent tax year. 

Different sources of income may require different documents. For complete requirements, please see How can I verify my source of wealth?

You can resubmit the documents here.

Card Selfie Verification:

  • Necessary information missing - the image does not show the first 6 and the last 4 digits or the image does not show the cardholder's name. We need to see both the card number and the name on the card.
  • Image is too blurry - Please make sure your image is clear and all information is legible. 
  • Your face is not in the selfie - Please provide a selfie with you holding the card used for the purchase. 
  • The Apple/Google Pay screen does not show both the device number(virtual/digital card number) and (physical) card number. 
  • The device or card number is not the one used for your purchase

We may also request a screenshot showing the pending transaction on your online banking statement from your bank's app or website. Please check the retry email sent to you for the exact rejection reason(s) and additional documents required. 

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