Please try the following methods to solve your issue:
- Make sure that you have a stable internet connection
- If you are using the mobile app:
- Check if you have the latest app version installed
- Try to reinstall the app
- Try on the web browser and see if it works there
- If you are using the web browser:
- Try a different browser
- Clear your browser history and cache
- Try using Incognito Mode, if supported by your browser
- Try again on a different device (e.g. different PC or mobile device)
If you have tried all of the above and are still facing the same issue, please contact us via our support and specify what browsers and devices you have used, as well as which app version is installed. Please also provide screenshots for us to check this issue further.
Read here: Which documents are accepted for Proof of Identity?
Read here: Which documents are accepted for Proof of Address?
Read here: Step-by-step instructions for the verification process