This guide explains how to upload your Identity (ID) and address verification (POA), which documents we accept, and how to avoid common verification issues.
Proof of ID
Log in to your account and, from the main menu, click the “Information required” orange banner displayed at the top of the page.
Under Identity verification, click Upload.
Tick the box to confirm consent, then click Start.
Choose your region and the document you’ll use as proof of ID.
Select how you want to upload the file:
Continue on this device (recommended).
Upload the file.
Tip: If you choose Continue on this device, your camera will start. Allow access, then:
Press Continue if you’re using the camera.
7. Position the document in the frame and take a photo of the front side, then the back side.
8. Once uploaded, wait for the document to be accepted.
Proof of address (POA)
Click Upload.
Then click Start.
You’ll see two options:
Upload a file. (For this example, we’ll upload a file.)
Take a photo.
Select the file from your device or PC.
Once you’ve chosen the correct document, press Continue.
Wait for your document to be verified.
Important: Sending the wrong document can cause delays, so double-check before you upload.
Tip: Use a clear photo for faster approval.
Note: This process can take up to 24 hours.
Examples of accepted documents
This is how your documents should look.
Proof of identity
Examples include:
Canadian passport
Driver’s licence
Provincial or territorial photo ID card
Important
For identity verification, including passports and driver’s licences, we cannot accept screenshots.
Please upload clear photos of the original physical document in JPEG, JPG or PNG format.
Make sure that:
The image is well lit and in focus.
The entire document is visible, including all four corners.
All text and photographs are clear and readable.
Both the front and back are provided when required.
For passports, the full photo page and machine-readable zone (MRZ) are clearly visible.
Tips
Use good lighting; natural daylight works best.
Place the document on a flat surface with a contrasting background.
Avoid glare, shadows and reflections.
Make sure the full document is visible within the frame.
Proof of address
Examples include:
Bank statement
Electricity bill
Important: Screenshots of documents displayed on a phone, tablet or computer cannot be accepted.
You can upload either:
A clear photo of the original physical document, or
An official PDF downloaded directly from the document issuer.
Photos or screenshots of PDFs displayed on a screen will not be accepted.
Accepted formats are PDF, JPEG, JPG and PNG.
Proof-of-address documents must have been issued within the last three months. Your full name and current residential address must be clearly visible and must match the details registered on your account.
Make sure the document clearly shows:
Your full name
Your current residential address
The document issuer
The issue or statement date
Document rejected? Try these steps before uploading again
If your document has been rejected, do not worry. This usually means that some information was unclear, incomplete or did not meet our verification requirements.
Before uploading your document again, please check the following:
1. Make sure the full document is visible
The image must not be cropped or cut off.
All four corners must be clearly visible.
Upload both the front and back when required.
2. Check that the document is valid and current
Expired documents cannot be accepted.
Make sure the issue and expiry dates are clearly readable.
Proof-of-address documents must meet the applicable recency requirement.
3. Confirm that all personal details are clearly shown
Your full name must be visible.
Your address must match the address registered on your account.
All text must be readable and must not be blurry or obscured by glare or reflections.
4. Confirm that the document type is accepted
If everything appears correct but your document is still rejected, it may not be one of the document types we accept.
Please review the list of accepted documents and upload an alternative document that meets the requirements.