If your automatic verification cannot be completed, don’t worry! There are various reasons for this such as poor image quality and data gaps in the electronic sources we check. Where we have been unable to complete automatic document verification, this simply means we need some additional information to verify your identity.
How will I know if automatic verification has failed?
If we’re unable to verify your identity automatically, you’ll see an in-app message asking you to provide your ID documents.
What documents do I need to provide?
To complete your verification manually, we’ll need the following:
i) A government-issued ID
This can be a passport, UK Driving License, or EU National Identity Card
The document must be clear, valid, and not expired.
ii) Proof of address
Your document must:
Be dated within the last 3 months
Clearly show your name and current address
Accepted proof of address documents include:
Utility bills (gas, electric, broadband, or landline phone – mobile phone bills are not accepted)
Bank or credit card statement
Council tax bill or HMRC notification
Vehicle registration or tax document
UK photo driving licence (if you would like to use your driving licence as a form of proof of address, please provide a passport or EU National Identity Card as a form of ID as well)
NHS medical card or a letter confirming GP registration
Any UK government or UK financial institution-issued document
Things to keep in mind:
If your proof of address is digital, we need the original PDF. Screenshots and scans are not accepted.
For physical proof of address and ID, please submit original photos only. Screenshots and scans are not accepted.
When submitting a photo of a physical document, make sure all four corners are visible.
Proof of address must be in English or officially translated by a recognised body.
Ensure that all text and details are clear and not blurry.
Avoid glare or shadows that may obscure important information when taking a photo.
Submitting your documents
Our support team in-app will provide details on where and how to submit your documents for review.
What happens next?
Once we receive your documents, our team will review them as quickly as possible. We’ll notify you once your verification is complete, or if we need any further information.
Need help?
If you have any questions or experience issues submitting your documents, our support team is here to help. You can reach out to us via the in-app chat (this can be found in the Customer Support section on the Account tab) or via email at support@sidekickmoney.com.