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Verification results and what to do next

After you submit your identity verification and your KYC questionnaire, the app shows a screen that tells you where things stand. Find the message you see below to know what it means and what to do next.

Waiting for review

You see Welcome! with one of these messages:

  • “Your Identity Verification and KYC procedures have been successfully submitted. Please wait while they are being reviewed.”
  • “Your Identity Verification procedure has been successfully submitted. Please wait while it is being reviewed.”
  • “Your KYC procedure has been successfully submitted. Please wait while it is being reviewed.”

What to do: nothing for now. We review everything you sent. How long it takes depends on how complete and clear your information and documents are. If you have a question, the screen shows the email address to write to.

Identity verification submitted, questionnaire still to do

You see Identity verification submitted successfully. This means we're processing your identity verification and your KYC questionnaire hasn't been sent yet.

What to do: tap Start your KYC questionnaire and complete it. See KYC questionnaire.

One more document needed

You see One more document needed: “We couldn't accept one of your documents. Please try again with a clear photo of a valid document.” On the web, the message is “Your identity verification needs another attempt.”

What to do: tap Try again (on the web, Continue your Identity Verification step) and upload the document again. Use a valid, unexpired document, photograph it in good light and make sure every corner and all the text are visible. For proof of address, check Proof of address: accepted documents and verification rules.

Verification not completed

You see Verification not completed. This means you left identity verification before finishing it.

What to do: tap Continue verification to carry on where you left off.

Couldn't start verification

You see Couldn't start verification. Something went wrong before identity verification could open, often a connection problem.

What to do: check your internet connection and tap Try again. If it keeps happening, try again later.

We can't verify your identity

You see We can't verify your identity: “Your identity verification was not approved, so we can't continue setting up your account.”

What to do: if you think this is a mistake, tap Contact support. On the web you may see “Your identity verification was not approved” with a Start your Identity Verification step button, which lets you start a new verification, or a message asking you to contact us by email.

KYC questionnaire not approved

On the web you see: “Your KYC questionnaire was not approved. Please click the button below to fill it in again.” In the app, you're taken back to the start of the questionnaire.

What to do: fill in the questionnaire again with accurate, complete answers. In the app, tap Start your KYC questionnaire. On the web, click Start your KYC (Know Your Customer) Questionnaire step.

Approved

When both your identity verification and your KYC questionnaire are approved, the app opens your Home screen. Your next step is to request your IBAN. See How to request your IBAN.

Good to know

  • We may ask you for more information or documents at any time, as the law requires. If we do, we'll tell you what we need.
  • If you close the app, it brings you back to the right step the next time you log in.
  • Still stuck? See How to contact support.