We need to confirm who you are before you can use your account. This keeps
your account secure and makes sure that only you can access your messages.
The whole process is automated, so in most cases your identity is confirmed
within a few minutes — there is no need to wait for someone to review your
documents by hand.
What you will need
Before you start, please have the following ready:
- Photo ID — a valid passport or driving licence.
- Proof of address — a recent document, such as a utility bill or bank
statement, that shows your name and the address on your account. - A device with a camera — so you can take a selfie. This is compared
against the photo on your ID.
Make sure your documents are clear, well lit and that all of the text is
readable. Blurry or cropped photos are the most common reason a check cannot
be completed automatically.
The steps
- Check your name. First, confirm that the name on your account matches
the name on your documents. You can correct it here if anything is wrong. - Upload your photo ID. Take a photo of your passport or driving licence,
or upload an existing image. - Upload your proof of address. Add a recent document that shows your
name and address. - Take a selfie. This is matched against the photo on your ID to confirm
it is really you.
You can complete the steps in one sitting or return to them later — your
progress is saved as you go.
What happens next
Once you have provided all three items, we run a series of automated checks:
- We compare your selfie with the photo on your ID.
- We check that the name on your documents matches your account.
- We check that the address on your proof of address matches the address on
your account.
The page updates automatically as each check finishes, so you can see your
progress in real time.
If something cannot be verified
If one of your documents cannot be confirmed automatically, we will tell you
exactly which one and why — for example, if a photo was too blurry or an
address did not match. You can simply re-take or re-upload that item and we
will try again.
If your address changes after you have been verified, we will ask you to
provide an up-to-date proof of address so your records stay accurate.
Still having trouble?
If we are unable to verify your documents after several attempts, you can ask
our support team to review them for you. Reviews of this kind usually take
one to three working days, and we will email you as soon as a decision has
been made.
Your privacy
The documents and photos you provide are used only to confirm your identity.
We handle them in line with our privacy policy.
