How do I upload or update my verification documents?
Profile → Verification in online banking. Upload clear JPG, PNG or PDF files up to 5 MB each. Never email documents.
- Sign in and open Profile → Verification.
- Select the document type you are providing.
- Upload the file — JPG, PNG or PDF, up to 5 MB each.
- Submit. The status changes to Under review, and you will be notified when it is assessed.
Getting it accepted first time
- Capture all four corners of the document. Cropped edges are the most common rejection.
- Shoot on a flat, dark, non-reflective surface in good natural light.
- Avoid glare and shadow across the text or photograph.
- Make sure the document is unexpired.
- Make sure the name matches your account exactly. If you have changed name, upload the supporting certificate too.
- Proof of address must be dated within the last three months and show your name and full address.
If a document is rejected
The rejection reason is shown next to it. Fix that specific issue and re-upload — you do not need to start the whole process again. If the reason is unclear, raise a support ticket and ask.
Only ever upload documents through the secure screen in online banking or attached to a support ticket. We will never ask you to email or message them.
Did this not solve it?
Raise a support ticket from inside online banking and a specialist will answer with your account in front of them — or contact us if you cannot sign in.
Monday to Friday, 08:00 – 20:00 (CET). Card loss and fraud reporting is staffed 24/7.