What do I need to do?
We are required to verify our customers for various reasons including for safeguarding purposes, to confirm your identity and to protect against fraud. We may be able to do this through confirming your details and resetting your account or we may ask to review your documents.
You can help by having the right documentation to hand in case we need it:
- First, read what our document requirements are so you are prepared (see section below),
- Next, click the button below to chat with Customer Services who will help you get reactivated.
Once you click this button, the article will reload at the top and live chat will take around 10 seconds to display.
What documents do you accept?
Proof of ID
One Photo ID (not expired) from the following list:
- Passport
- Driving License
- Passport Card
- National ID (including Residence Permit which will need to be uploaded under the National ID option when prompted on site)
Proof of Address
One of the following as Proof of Address (making sure your full name and address are shown and the document is dated at the top):
(Must be dated within last 6 months)
- Utility Bill/Letters (Gas, Water or Electric)
- Bank Statement (Including bank bills and letters)
- Credit Card Statement/Bills
- Motor Insurance Statement (Not a quote). Policy number must be visible confirming the insurance
- Insurance Document/Statement (Not a quote)
- Council Tax Bill/Statement
- HMRC - Needs to be a Statement (Not a P60/P45)
- Phone/Broadband Bills (Including mobile)
- Student Finance - (Statement must confirm finance with individual specific account numbers)
- Poll Card
- Tenancy Agreement (Within 6 months of start date)
Other important information
- We accept PDFs, JPEG, JPG and PNG file formats for upload.
- Traditional bank statements as well as prepaid/ digital banks are accepted e.g. Revolut, Monzo etc. Statements must be dated at the top, we do not accept transaction date.
What documents do you not accept?
There are several documents that we would not accept which are listed below:
Proof of ID
- Age Card (Ireland)
- Applications Registration Card
- Bus Passes
- Company ID
- Credit Card
- NHS Card
- Paper Driving Licences
- Public Service Cards (Ireland)
- Student ID
- UK Citizens Card
Proof of Address
- CONDIS Bank Statements
- Court Summons
- Invoices
- National Insurance
- NHS / Private Healthcare Letters or Documents
- Payslips
- P60/P45
- Receipts
- University Letters
For more information around Verification Documents and the rules around this process, you can read our article here.