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Biometric Verification

As part of our upgraded verification process, we now have biometric checks in place to confirm your identity.

You can complete this by returning to your account and following the simple instructions provided in the banner at the top of the page.

Please ensure you have the most up to date version of the app, and allow access to the camera on your device. This should enable you to complete the process without any further problems.

Verifying your account is easy, please follow the steps below:

  1. Log in and choose "Verify your account."
  2. Upload your passport or driver's licence and specify the issuing country, then click "Submit verification." It'll only take a few minutes to verify your documents.
  3. Once completed return to the front page and press "Start" when prompted for further verification.
  4. You'll be asked to complete a 20-second video recording of your face, and then "Submit verification."
  5. During the video recording, you will be prompted to follow specific instructions, such as reading a sequence of numbers and turning your head in a designated direction.
  6. Your status will change to "Checking your identity," and we'll notify you shortly. Upon successful verification, you'll see a green banner confirming your identity.

Once you have uploaded your video, it can take up to 48 hours for this to be verified.

Please note that during the video you should avoid any strong light source in particular behind your head as this may interfere with the verification process. In addition it is important that you not receive visible or audible assistance during the video step.

Should the biometric check fail, you may need to contact our customer support team who will be happy to review this and reset the check for you to attempt it again. 

If you need any further assistance, please see our contact details here.

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