This article contains commonly experienced issues or questions about identity verification. You can contact us at anytime if the information on this page does not resolve your issue.

Why is my proof of identity document is being rejected?

• We can't accept some documents as proof of identity. For a full list of supported and unsupported documents, please click here.
  
  
• You must ensure that the document meets all legibility requirements. Your proof of identity document must be valid, in good condition, and fully legible. You'll also need to ensure that the back of the document is submitted if you choose to use a driving licence or residence permit for proof of identity.
  
  

Why is my proof of address document being rejected?

• We can't accept some documents as proof of address. For a full list of supported and unsupported documents, please click here.
  
  
• You must ensure that the document meets all legibility requirements. Your proof of address document must show your full name and current residential address. It must be dated in the last 90 days, and not be obscured or cropped in any way.
  
  

Why is my identity verification stuck on pending?

In rare cases, your identity verification may require further attention from us. For example, attempting to verify more than one CoinJar account is not permitted, and will require manual review.

We aim to resolve most verification issues within one business day, and will be in touch if we require anything further. You can contact us if you have any concerns.

Why am I being asked to verify my identity again?

Your personal information has changed significantly since identity verification: In rare instances where your personal information has changed (e.g. you have legally changed your name), you may be asked to re-verify your identity.