Frequently asked questions
The review takes a few days and the timeline varies from account to account. As soon as your documents are submitted, the Verification screen shows which day your review is on and how many days are left.
On the Verification tab. It shows the current day, the percentage complete and every review step, which move forward on their own — there is no need to resubmit documents or contact anyone.
No. Each person is allowed one account, and a second one does not start a new review — it only puts both accounts under scrutiny. Wait for the review already running on this account.
Three of them: a government-issued ID (driver's license or passport, front and back), a selfie holding that ID, and a proof of address from the last 90 days.
The review starts on the same day and runs step by step: documents received, identity verification, credit review, security check, pre-approval and final review. Every step appears on the Verification tab as it is reached.
Yes, until the review starts. After it starts the set is locked and the analyst works with what was submitted.
The balance stays locked while the account is not verified. It is a security requirement: withdrawals are released only after the account holder's identity is confirmed.
The account keeps its balance locked and the reason for the denial appears on the Verification screen. The history of the review steps stays available for reference.
They are used for the account review only, handled by the review team and never shared with other users.
Support only talks to you inside this app, on the live chat of this screen. We never ask for passwords, card numbers or payments over email, SMS or any other messenger.