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 identity document being rejected?

Ensure that all parts of your identity document are fully visible and legible.

Text within the transparent stripe of your licence must be legible.

Check to see if a security hologram is obscuring your photo or text on the licence. 

I have already verified one document. Why can't I progress with my verification?

In some circumstances, we may require up to 2 identity documents to proceed with your identity verification. 

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?

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.