Our Advanced Verification process further helps us identify you to ensure account security. However, you may run into some common issues while attempting this level of verification. This troubleshooting guide can assist
Proof of Address Issues
If you are experiencing issues with your Proof of Address, please refer to our Proof of Address Policy. Usually when we ask for Proof of Address, we require a bank statement or utility bill that clearly shows your name, address, unit number, bank/document header, and an issue date from with the last 90 days. You may cover up any sensitive information, but we do require the previously mentioned information on the document. Additionally, please upload this document in full, corner-to-corner, and uploaded in PDF Format.
If you receive the error "Liveness Failed," It’s merely our system having a hard time with your uploaded selfie. This detection system is implemented to ensure robust protection and functionality. Here are some fantastic tips that can make process go as smoothly as possible.
- Please ensure proper lighting techniques are being practiced while taking your photo. Note that lighting emerging from behind you will obscure the your face and make it difficult for our systems to recognize you.
- Please ensure your face is in the middle of the photograph and in total only takes up about a 3rd of the entire screen.
- Do not wear any materials that would obscure any part of your face, such as a baseball cap or a scarf.
- When taking the picture itself, please stare into the camera and not off at the screen.
ID Clarity Issues
Occasionally, our system will have a difficult time reading your State Issued ID or Passport. You may receive an error stating your State Issued ID was rejected. We require clearer images of both the front and back of your ID before proceeding with the advanced verification process.
If none of these troubleshooting steps solved your issues, please open a ticket with our Customer Support Team and we will reach back out to you as soon as we can.