Identity Verification:

• ID expired
• ID type not supported – We accept a driver’s license, a national ID, or a passport
• 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.

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.

Proof of Income Verification:

• 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 document does not indicate income/source of funds – The bank statement(s) provided needs to show the deposits of salary, pension, or relevant source of funds 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.