Overview
Your Proof of Identity (POI) confirms who you are. You need to upload one valid government-issued document, meeting the requirements listed below, before your verification can be approved.
This article lists the accepted POI documents, the validity and quality requirements, and tips for each document type.
Step-by-step instructions
Follow the steps below to complete this process:
Accepted POI documents
- Passport copy (photo page).
- Government-issued Identity Card (e.g. National ID).
- Government-issued ID proofs (e.g. driver's license, residency card / residence permit).
Requirements for a valid POI
- Must be a government-issued document.
- Must be valid and not expired.
- Must not expire within the next month — your document must have at least 1 month of validity remaining from the date you submit it.
- Your full name must be clearly visible.
- Your photo on the document must be clearly visible.
- Document number and dates must be readable.
- Both front and back must be submitted for two-sided documents (National ID, Driver's License, Residency Card).
- All four corners of the document must be in the frame.
- The photo must be in colour, not black-and-white.
- Original document photo — no photocopies, no screenshots.
Tips for each document type
- Passport — upload the photo page. Back cover is not required.
- National ID — upload both front and back as separate images.
- Driver's License — upload both front and back as separate images.
- Residency Card / Residence Permit — upload both sides as separate images.
Troubleshooting
If you run into issues, the most common causes and fixes are listed below.
Your POI was rejected because it is expiring within the next month
- Provide a different valid document with more time before expiry, or renew your current document before opening the account.
Only the front of your ID uploaded — the back was missing
- For National IDs, Driver's Licenses, and Residency Cards, both sides must be uploaded as separate images. Return to the Verification page and add the back side.
Your ID photo appears blurry or has glare
- Retake the photo in bright, even lighting on a flat, non-reflective surface. Hold your device directly above the document. See the photo quality article for full tips.
Frequently asked questions
Q: My passport expires in three weeks — can I still use it?
A: No. Your POI must have at least 1 month of validity remaining. Please renew your passport first or use a different valid document.
Q: Can I upload a photocopy of my ID?
A: No. Only original document photos are accepted. Photocopies and screenshots will be rejected.
Q: Can I upload a black-and-white scan?
A: No. Photos of your ID must be in colour.
Q: My name changed after marriage — my ID has my old name — can I still use it?
A: If your ID shows your legal name at the time of issue, it is generally acceptable. If your Profile Information name differs from your ID, that would cause rejection. Please contact Customer Experience for advice on documenting a legal name change.
Related articles
- How to complete Individual Account Verification (KYC)
- Accepted Proof of Residence documents and requirements
- How to take clear document photos to avoid rejection
- What to do if your verification is rejected