Reasons for a failed identity verification are usually quite simple and easy to resolve. If you are experiencing issues, the following points will explain some common verification hurdles and how to fix them. πŸ”Ž

Supported documents - make sure you are using one of the following documents:

  • ID card

  • Passport

  • Driver's license

Picture quality - ensure a clear picture of your original document is submitted. The following cannot be accepted:

  • Copies

  • Scans

  • Pictures from a screen

The picture has to be fully legible with every detail visible without blur or glare and please use a document with a recent picture so that you are recognisable.

If verification continues to fail, you can contact our support team at for further assistance. To learn more about why we might ask you to provide some additional documentation, click here.

πŸ“ Note: Make sure the personal details on your Novus profile match the details on the legal document that's been submitted.

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