What if verification needs more information?

A request for more information is not necessarily a final rejection. Check the message you received to see whether further documents, corrected information or a final decision are being requested.

Before you respond

• Check that the document is current, complete and legible.
• Make sure names, dates and addresses are consistent with your application.
• For a business, check the company and ownership information as well as the details of relevant individuals.
• If the request concerns a payment or source of funds, provide the explanation and evidence specifically requested.

Use the submission method in the request. Do not create another account to get around a review or send several conflicting applications. If a document cannot be supplied, explain this to support and ask whether an alternative can be considered.

If the decision is unclear

Contact support with your application reference and a short description of the issue. Do not include your password or verification codes. Support can clarify the next available step; it cannot guarantee approval or a completion time.

If you want to raise a formal concern, follow the complaints process.