Identity Verification Problem...


#1

Hi, this app says my document ((passport) is being verified, and it could take up to 10 minutes. That’s all well and good, except it’s taken about 2 weeks so far. Not quite sure what to do, as there doesn’t seem to be a way to cancel and start again…


#2

Hello @speckypete,

Thank you for contacting us.

As I can see the photos provided on the app are not clear so the app cannot verify your account. Please contact our in-app support chat so we can help you verify your account.

Please let me know if you have further enquiry.

Best,

Andreas K.


#3

I have a similar issue- my ID has been in processing for 6 months and the service is more or less useless now because I can’t submit another ID pic using the app, support have not responded to me and I would like to travel next week using the service but can’t top up.
Please help urgently


#4

Hi @maitreyi,

As I can see we have managed to get in touch with you and you have verified your account.

Please let me know if you have further enquiry.

Best,

Andreas K.


#5

The same had happened to me. I have a bank transfer pending too that won’t be accepted until I verify.


#6

The same with me. Waiting for an answer


#7

We have verified your account :slight_smile:


#8

Thanks, Andreas.

I must say that the customer’s service is really efficient.


#9

Hi,

I’m facing a similar issue. The app keep asking me to verify the card. Even after insert the correct pin present on my bank statement the app keep asking the card verification. I can’t use the card neither use the app to talk with the support.

Could you please help?

Thanks.


#10

I am having the same issue, can you help


#11

Hi Emily.

Could you please go Profile section -> verification & limits and try to verify your account now?

Please keep me posted.

Best,

Andreas K.


#12

Same trouble here. My verefication process lasts for a week now. Verification screen shows 10 min though. Another issue that the limit was set to 0.


#13

Hello.

I’m having the same problem. I have sent yesterday the documents and photo and it is still verifying, i have also a Top-up pending on the app that i do not understand why it can’t be used yet and i tried to contact several times today your customer services since 09:16 GMT (in app and also over the phone but it seems that the phone number on your site is not valid for some reason) and until now i have not received a single feedback on the in-app support to solve my issue. I want to be able to obtain the card as soon as possible because i need it for a trip an until now i’m not able to ask for it.

Regards,
Carlos Miranda


#14

Hello,

same here, it’s been two days and the verification is still pending.

best,

Jeanne


#15

Hi! Verfication processing too long, I need to withdraw money, please help!


#16

Solved through in-app chat


#17

Same here. Can’t get through to chat, no contact emails. Think I’ll just go to another provider.


#18

Hello, I am having the same issue - my account doesnt get verified. Can you help?


#19

It seems you have verified your account.


#20

I’m having the same problem. Have also posted to Support in the app, but haven’t had any response.