First, check that you have the latest version of the app. Then you should be asked to provide the required information. 

Please double-check for typos and make sure that the information is correct, otherwise, your identity will not be verified. 

If the verification failed, you will be prompted to confirm that your full name and date of birth are correct. Please make sure they match the information listed on your ID. 

You may need to provide a copy of your ID. If so:

• the document must be in PNG or JPEG format, and cannot exceed 10 MB
• the image must be clear (no blurry or watermarked images) and in colour (no black & white copies)
• your ID must match the name and date of birth previously provided
• your ID must be valid. An expired ID will be rejected.

Our provider should take up to 24 hours to process the additional information.