This article is intended for Australian members. If you're looking for instructions for CoinJar UK, visit this article.
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.
In this article
Why is my international passport is being rejected?
You must hold a valid Australian visa to verify your identity. Your Australian visa must also be associated with the passport you are attempting to verify.
If your personal details have changed or you have been issued a new passport since your visa was granted, you'll need to notify the Australian Department of Home Affairs. You can try again after a few business days.
I hold dual citizenship. Can I use my non-Australian passport to verify?
If you hold dual-citizenship, you must use your Australian passport or another document for identity verification.
Why is my driver licence being rejected?
Ensure that all parts of your licence 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.
Why am I unable to verify my Medicare card?
Ensure that you are entering your personal details exactly as seen on your Medicare card. Your full name including your initials must be entered exactly as seen on your Medicare card.
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?
- You were verified on or before 2018 - you will be required to re-verify your identity if you were verified on or before 2018.
- 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.