ACCOUNT CASE DESK
An address check compares the profile with a current document. A rejection can come from a different flat format, an old address, a shortened name or a document outside the accepted date window. Read the stated reason first; the useful fix is one consistent record, not a stack of unrelated files.
Open the live accountOpen the verification notice and record which field failed: name, street, unit, postcode, country or issue date. Compare it character by character with the account profile. Do not edit a document image or guess which version the reviewer expects; establish whether the profile or the evidence contains the outdated detail.
Use a document category accepted in the signed-in uploader and check that the holder name, full residential address, issuer and date are visible. A cropped app screenshot can omit the issuer or date. Exporting an official statement is often clearer, but only the current accepted-file list decides what can be used.
If the account itself has an old or misspelled address, ask support how to update it before another upload. Preserve the case number and the requested change. Repeated files showing a new address will not necessarily resolve a profile that still stores the old one.
Submit the corrected file through the secure account area, record its category and time, then wait for a new decision. Never send passwords, card security codes or one-time codes. If rejected again, quote the new reason and ask which exact field remains inconsistent.
No. Use an authentic current document and correct the account profile through the authorised route.
The name, address, date or document category may not match even when the image is sharp.
Only submit the categories requested and keep one traceable review state.
Last reviewed: 30 July 2026