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)
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