Find answers to the most frequently asked questions regarding our identity validation process.
Q: Why can’t I change my name and country in the beneficiary section of my billing information?
A: Your beneficiary information must match the validated identity. You can restart the validation process in the Identity section of your profile.
Q: I don’t have a company registration number. What should I do?
A: Registration numbers are only asked for Company Accounts. If you don’t have a company number, select Individual Account in the Identity section of your profile and follow the instructions to complete the validation process.
Q: My validation status is FAILED. What should I do?
A: Something went wrong during the validation process. Please make sure the lighting is good in your room and that the text is readable on your ID. We recommend using your mobile phone to validate your identity. Jumio’s identity validation process is compatible with any device. Please refer to Jumio’s FAQ or contact us if the process fails multiple times.
Note: You must show your entire ID, including all edges.
Q: My validation status is still PENDING. What should I do?
A: Processing your identity may take a few minutes. You can refresh the page for status updates. After 30 minutes, your status will either switch to VERIFIED or FAILED. If your status is still pending after 30 minutes, please contact support.
Q: My validation status is PROCESSING. What should I do?
A: We are doing a few extra validations on your account. Please contact support if your status remains PROCESSING for more than five (5) business days.
Q: My validation status is REJECTED. What should I do?
A: Your identity validation can be rejected for multiple reasons. Please contact support for assistance.
Q: My validation status is VERIFIED. What should I do?
A: You’re all set. You can now complete your Billing Information.
Q: Nothing happens when I click on the button to verify my identity. What should I do?
A: The identity validation process is completed in a separate tab. Please make sure your browser is not blocking the new tab.
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