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Why did I fail verification?

  • Updated

If you got an email letting you know we hit a problem while reviewing your ID documents, don't worry, it's not the end of the road! All you need to do is re-upload your ID documents to continue with your account registration. 

Common problems we run into while reviewing ID documents: 

  • A mismatch between ID documents and personal information given during registration. 
  • Blurry or illegible ID documents. 
  • Expired or outdated ID documents. 
  • Unacceptable ID document(s). See the full list of acceptable ID documents here.
  • Under the age of majority in your province. You must be at least:
    • 18 years old in Alberta, Manitoba, Ontario, Prince Edward Island, Québec, and Saskatchewan. 
    • 19 years old in British Columbia, New Brunswick, Newfoundland and Labrador, Northwest Territories, Nova Scotia, Nunavut, and Yukon.

As a registered MSB in Canada, we need to follow strict KYC (Know Your Customer), AML (Anti-Money Laundering) & ATF (Anti-Terrorist Financing) policies outlined by Financial Transactions and Reports Analysis Centre of Canada (FINTRAC). Verification is a big part of those policies. It’s just one of the ways we’re working to prevent fraud, increase security and keep your funds safe. 

If you need help registering your account, please reach out to our Support Team.

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