How to proceed if you are banned
Once blocked, you will receive a communication: an automated notification informing you of the block.
If unblocking is possible, you will find a verification task on the Tasks page. You will need to complete the necessary steps and confirm your identity so we can consider unlocking your account.
Starting your identity verification with Persona
Persona is an identity verification software that enables us to perform this process accurately while complying with personal data processing regulations.
When you start the Identity verification task, a pop-up window with the Persona Interface will appear. In this window, you need to upload all the required documents to verify your identity.
Once you have clicked on the Begin verifying Identity button, you will be taken to the next page where you can read and accept the terms and conditions of personal data processing.
In the first step you need to select the country of your residence.
❗Important
Please specify the country where your identity card, passport, or residence permit was issued.
In total, you need to upload two photos. The first one is a photo of the front of your government ID.
❗Important
Please note that there is no option to upload the photo from your device. During the verification process, you will need to take a clear photo of both sides of your real document.
Please don't try to take a photo of your device screen or scan of the document.
At this point you have two options:
- Take a new photo on your device (please check the access to the camera).
- Continue verification on another device.
At this step, you have an option to change the device, for example, if it's more convenient for you to take a photo using your mobile phone. If you choose a Continue on another device option, you need to scan a QR code using the camera of your gadget. Persona will send you a link to proceed the verification via SMS or email.
Once you've made a photo of the front side of the document, you will be able to review it and either proceed or make another one.
The second photo should clearly represent the back side of your document.
That’s all! Once you upload both photos, the platform will need some time to process them.
❗Important
If there are any issues with your document, such as being expired, you will be notified and required to upload a valid document.
When taking photo of both sides of your document, you can check out the Capture Tips to ensure your photos are clear and pass the verification successfully.
The next step is biometric verification. Please position yourself centrally, look directly into the camera, and gently move your face from side to side.
You still have the option to switch devices at this stage. For instance, if you began the verification process on your mobile phone but find it more convenient to take selfies using a webcam, you can make that change.
🎉Congratulations! You’ve completed the verification process.
You'll receive an email with decision regarding your account within 30 days of submitting the form.