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Document guidelines

If it is necessary for us to request documents from you, we aim to review all submissions within 72 hours. Occasionally, during periods of high volume, there may be delays in the review process but we will complete all checks as quickly as possible.

Acceptable document formats

We accept documents in the following formats:

However, certain documents can only be accepted in select formats. Common examples include:

  • Bank statement: PDF, scan or photo of paper statement 
  • Identity document (passport, driving licence or national ID card): Photo or scan 

If we are unable to accept a document submission, this may cause a delay to your account review. Common reasons that documents are unable to accepted include:

  • Incorrect document format
  • The full document was not provided. For example, missing bank statement pages or all 4 corners of the document not in view
  • Poor image quality. The photo or scan is unclear or blurry
  • The document is expired or outside of the specified timeframe requested

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