Sometimes we need to request additional documents after your initial identity verification. Here's why this happens and what to expect.
Reasons we may ask for more documents
There are a few reasons we might need extra information from you:
Initial documents weren't clear enough If your photo ID or selfie was blurry, poorly lit, or partially cut off, we may ask you to resubmit.
Document has expired We can only accept valid, in-date documents. If your ID has expired, you'll need to provide a current one.
Name mismatch If the name on your ID doesn't match the name you entered when creating your account, we may need additional documentation to confirm your identity — for example, a marriage certificate or deed poll if your name has changed.
Address verification required In some cases, we need to verify your address separately. We may ask for a recent utility bill, bank statement, or council tax bill showing your name and current address.
Source of funds check For larger contributions, we may ask where the money has come from. This is a regulatory requirement to prevent money laundering. We may request documents such as bank statements, payslips, or evidence of a sale or inheritance.
What documents might be requested
Depending on the reason, we may ask for:
A clearer photo of your passport or driving licence
Proof of address dated within the last three months (utility bill, bank statement, council tax bill)
Documentation explaining a name change (marriage certificate, decree absolute, deed poll)
Evidence of source of funds (bank statements, payslips, solicitor's letter)
How to submit additional documents
We'll let you know what's needed via the app or email. You can usually upload documents directly in the app. Make sure any photos are:
Clear and in focus
Well-lit with no shadows
Showing the full document including all four corners
In a supported format (JPG, PNG, or PDF)
How long does it take?
Once you've submitted additional documents, our team will review them. This usually takes 1-2 business days, though it can occasionally take longer for more complex checks. We'll notify you as soon as the review is complete.
Your rights under data protection
We only request documents that are necessary and handle all personal information in line with data protection regulations. Your documents are stored securely and used solely for verification and regulatory purposes. You can request a copy of the data we hold about you at any time — see our Privacy Policy for details.
Still need help?
If you're unsure what documents to provide or need help uploading them, contact us at hello@joinchest.com.