Help Providing Documents
Help Providing Your Verification Documents
You can use our on-site uploader tool to provide your proof of address or proof of payment.
Please note that documents provided manually are subject to our internal checks and can take up to three working days to process. If there are any issues with the documents, we will notify you via email.
Providing Proof of Address documents
We use details from your utility provider to verify your proof of address. After you click on the link to provide proof of address from the My Account area, you will be directed to an external site which will guide you through the process.
You will be asked to connect your online utility account by providing your login credentials. First, find your provider by using the search bar. Enter your credentials when prompted to do so. Once you have done so we will verify your proof of address in real time. If you are unable to verify using your utility account, you can upload a document manually by using the on-site uploader tool.
Proof of Payment
For best results, use the camera on your mobile device to take a photograph of your payment method. Ensure that there is no glare in the image and that all four corners of the card are visible. Please block out the middle 8 digits of the 16 digit card number for security purposes.
We use a secure third-party provider to check your ID documents. After you click on the link to provide ID from the My Account area, you will be directed to an external site which will guide you through the process.
For best results, use the camera on your mobile device to take a photograph of your ID. If you are using a passport, capture the photo page only. If you are using a 2-sided ID like a driving license or National ID card, you will be asked to photograph the front and back. Place your ID on a solid flat background and ensure there is no glare obscuring the image. The image must be completely in focus. Make sure the image is square on and not skewed. Fill as much of the image as possible without cutting off any edges.
You may also be asked to take a selfie to ensure that you are the owner of the ID document. Ensure your face is placed within the oval and that there is sufficient lighting, and follow the on screen instructions.
Still having trouble?
Contact customer support at firstname.lastname@example.org