I want to recover my balance. How do I verify my identity?

Your balance under the "Payments" tab can be transferred to your bank account. To do this, we must first verify your identity.

This article covers the following topics:

• How do I verify my identity?
• I’ve been having trouble verifying my identity

How do I verify my identity?

I have a private account

1. Go to the "Identity verification" page
2. Verify the personal information displayed
   If necessary, you can change your details via the Contact Details page. However, you will have to wait for the change to be validated by our services before continuing with the identity verification.
   
3. Select the ID document you will send
4. Download your document
5. Click on "Send"

Important note: Once verification has been finalised on your side, our secure payment partner will verify your identity.
This verification can take up to five business days. You will receive a confirmation email when the verification is complete.

I have a professional account

1. Go to the "Identity verification" page
2. Verify the professional information displayed and the representative’s information (a little further down on the page).
   If necessary, you can change your details via the Contact Details page. However, you will have to wait for the change to be validated by our services before continuing with the identity verification.
   
3. Upload each professional document requested by clicking on “Add a file” for every one
   Note: if your are a company, you will also be asked to:
   - fill in the beneficial owners statement. The document titled “Model to be completed” must be downloaded to the page. Once filled in, you have to send it back by clicking on “Add a file”
   - select the beneficial owners of the company (UBO) and enter the information requested
4. Select the ID document of the representative you will send and upload your document
5. Click on "Send"

Important note: Once verification has been finalised on your side, our secure payment partner will verify your identity. This manual verification can take up to five working days. You will receive a confirmation email when the verification is complete.

I’ve been having trouble verifying my identity

If, however, your identity could not be validated, you will be informed by email.

To obtain more information about the documents rejected:

1. Go to the "Identity verification" page
2. Go to the table in the “Document(s) refused” section
   The reason why your document was refused is found in the “Reason” column
3. Upload another document for each type of document refused. An insert for each document in question is available further down on the page.