If your account is restricted, don’t worry.
This guide explains how to upload your ID and proof of address (POA), which documents we accept, and how to avoid common verification issues.
Proof of ID
Log in to your account and, from the main menu, click the “Information required” orange banner displayed at the top of the page.
Under Identity verification, click Upload.
Tick the box to confirm consent, then click Start.
Choose your region and the document you’ll use as proof of ID.
Select how you want to upload the file:
Continue on this device (recommended).
Upload the file.
Tip: If you choose Continue on this device, your camera will start. Allow access, then:
Press Continue if you’re using the camera.
6. Position the document in the frame and take a photo of the front side, then the back side.
7. Once uploaded, wait for the document to be accepted.
Proof of address (POA)
Click Upload.
Then click Start.
You’ll see two options:
Upload a file. (For this example, we’ll upload a file.)
Take a photo.
Select the file from your device or PC.
Once you’ve chosen the correct document, press Continue.
Wait for your document to be verified.
Important: Sending the wrong document can cause delays, so double-check before you upload.
Tip: Use a clear photo for faster approval.
Note: This process can take up to 24 hours.
Examples of accepted documents
This is how your documents should look.
Proof of identity.
Important:
We cannot accept screenshots for ID verification, including passports and driving licences.
Upload clear photos of the original physical document in JPEG, JPG or PNG format.
Make sure the image is well-lit and in focus, with all four corners of the document visible.
All text and photos must be clear and readable.
Tip:
Use good lighting and place the document on a flat, contrasting surface.
Avoid glare and reflections.
Make sure the full document is visible in the frame.
Proof of address
Gas & electricity bill
Important:
We cannot accept screenshots of documents displayed on a phone, tablet or computer screen.
Upload either a clear photo of the original document or an official downloadable PDF.
Photos or screenshots of a PDF displayed on-screen will not be accepted.
Accepted formats are PDF, JPEG, JPG and PNG.
For customers registered in Ireland, proof of address documents must be dated within the last 6 months.
Document rejected? Try these steps before uploading again
A document may be rejected if information is unclear or incomplete, or if it does not meet our verification requirements. Before uploading it again, check the following:
1. Make sure the full document is visible
The image must not be cropped or cut off
All four corners should be clearly visible
2. Check that the document is valid and in date
Expired documents cannot be accepted
Ensure the issue and expiry dates are readable
3. Confirm that all personal details are clearly shown
Your full name must be visible
Your address must match the one registered on your account
The text must be readable and not blurry or covered by reflections
4. Verify that your document is accepted
If everything is clear but the document is still rejected, review our accepted documents and requirements and upload a suitable alternative.