# Identity Verification

Source: https://docs.neropay.app/account-safety/identity-verification
Last updated: 2026-05-26T16:27:25+00:00

### **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](mailto: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](mailto:support@neropay.app). The compliance team will advise on manual review options.

Still need help? Contact us at [support@neropay.app](mailto:support@neropay.app) or create a ticket from your dashboard.