Identity verification:

ID card has expired.
The type of ID is not supported. Operators accept driver's license, national ID card or passport (except US residents). Any other IDs are not accepted.
IDs will expire soon. There must be at least 30 days between the date of issue and the expiration date of your ID card.
Your ID card is damaged. If your ID card is damaged or worn out, it cannot be accepted.
Photos are blurry. Please make sure the photos are clear and all 4 corners of the ID card are visible. Any glare or blurring may cause the system to reject it.

Address verification confirmation:

The name on the document does not match the account. Operators can only accept documents with your name. Documents from your spouse or family member will be rejected.
Image is not a screenshot. Operators may not accept screenshots or computer/cell phone screen images of the document. Only PDFs of digital statements or photos of original documents are accepted.
Address does not match the account. The document confirming the address must include your address. The file must have the address you gave when you placed your first order.
The document is too old or has no issue date. Operators need to make sure the document was issued within the last 3 months. A document without an issue date will not be accepted.
Document type not supported. Operators will not accept medical bills, cell phone bills, purchase receipts, or other invoices. Operators will accept utility bills, bank or credit card statements, tax invoices (dated within the last 3 months) or other government statements or certificates.
The document is folded or in an envelope. All 4 corners must be visible.

Verification of selfie with the card:

The image does not contain the required information. The first 6 and last 4 digits are missing or the cardholder's name is not in the image. Operators need to see both the card number and the name on the card.
The 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 the card used for your purchase.
The device or card number is not used for your purchase.

Search by tags

Join us