What should I do if I cannot complete my identity verification?

If you are having difficulty completing identity verification through the secure SMS link provided by Moneybase, there are a few steps you can try. 

What should I do if my camera is not working? 

The verification process requires access to your mobile phone's camera. 

If your camera does not open: 

1. Check that your browser has permission to access your camera. 
2. If prompted, select Allow while visiting the site. 
3. If camera access was previously denied, update your browser's camera permissions for the verification website. 
4. Reopen the verification link and try again. 

What should I do if my document image is unclear? 

If your document appears blurry or some details are not visible: 

1. Move to a well-lit area. 
2. Place your document on a plain, dark surface. Avoid reflections, shadows or glare.
3. Make sure all four corners of your document are visible. 
4. Keep your phone steady while taking the photograph. 
5. Select Redo to capture a new image. 

Only select Upload when the document details are clearly readable. 

What if I cannot photograph the back of my document? 

If you are using a national identity card, driving licence or residence permit, the verification process requires images of both sides. 

When prompted to Flip to back side, turn your document over, position it within the frame and follow the instructions to capture the image. 

For passports, only the page containing your photograph and personal details is required. 

What if I still cannot complete verification? 

If you continue experiencing difficulties, contact our Support Team at support@moneybase.com. Our team will assist you with the next steps.

Related articles 

• How can I update my identification documents without accessing the Moneybase app? 
• How do I verify my identity using the SMS link from Moneybase? 
• Which identification documents can I submit for verification?