How to get there
From your dashboard, click Start Verification in the activation progress panel, or follow this path: Account → Account & Profile → Profile → Verify Your Identity
Accepted documents
Only UK government-issued photo ID is accepted. You must use one of the following:
| Document | Accepted |
|---|---|
| UK Passport | ✓ |
| UK Driving Licence | ✓ |
| UK National ID Card | ✓ |
| Non-UK passport | ✗ |
| Overseas ID or residence permit | ✗ |
| Any expired document | ✗ |
⚠️ Non-UK documents — including passports, residence permits, and overseas IDs — are automatically rejected by the system, even if they are valid in other countries. This applies regardless of your nationality or visa status.
How to complete verification
- Log in to your NeroPay dashboard
- Click Start Verification from the activation panel
- Upload a clear, unedited photo of your accepted document
- Complete the face verification step — position your face clearly in the camera frame
- Wait for the result — you will see real-time status updates such as "Scanning Document" or "Verifying Authenticity"
- Once approved, your KYC status updates automatically on the dashboard
If your verification was rejected
Common reasons for rejection include:
- The document is not UK government-issued
- The document has expired
- The image is blurry, cropped, or has been edited
- The face in the verification step did not match the document
How to retry:
- Go to Account → Account & Profile → Profile → Verification
- Click Retry Verification
- Upload your UK document again — ensure the photo is clear, unedited, and not expired
⚠️ You can attempt verification up to 5 times within a 24-hour period. If all attempts fail, contact the support team for further assistance.
If you do not have a UK-issued document
If you do not currently hold a UK government-issued ID, contact support@neropay.app. The compliance team will review your case manually and advise on alternative options, such as verification through a UK-registered business entity.
Frequently asked questions
Q: How long does verification take? A: The automated process typically completes within a few minutes. Real-time progress is shown on screen during the process.
Q: Can I use a non-UK passport? A: No. Only UK government-issued documents are accepted. Non-UK documents are automatically rejected.
Q: Why was my verification rejected? A: The most common reasons are an expired document, a non-UK document, or an image that is blurry or edited. Retry with a clear photo of a valid UK document.
Q: How many times can I retry? A: Up to 5 times within a 24-hour period. If all attempts fail, contact support.
Q: What if I do not have any UK ID? A: Contact support@neropay.app. The compliance team will advise on manual review options.
Still need help? Contact us at support@neropay.app or create a ticket from your dashboard.