How can we help you?

Why was my identification unsuccessful?

Your identification session may have failed due to one of the following reasons: 

• The photos you took are of bad quality

They’re too dark or blurry, the light is reflecting, part of the information is covered, or the document’s not fully visible and readable.

• The provided document is not supported

Keep in mind that you can only use government-issued documents that are part of our ‘List with accepted ID documents’.

• Your document is no longer valid

Make sure that the document you presented hasn’t expired and it won’t expire in the next 3 months.

• You were not alone during the process

Keep in mind that there should be no one around you. In case our system detects the presence of a third person, we can’t accept your identification. If you need help during the process, please contact our Customer Support Team.

• The document is damaged

We don’t accept physically damaged ID documents and, in such cases, you should use an alternative document.

• The identification steps were not completed

We won’t be able to review your submission if you don’t complete all steps during your identification session successfully.

•  You are below 18 years old 

We don’t offer junior accounts and you must be at least 18 years old to be eligible to use all functionalities of iCard. When you turn 18, you can verify your identity again with your ID document and then we’ll unlock iCard’s financial services for you.

• The registered names are different

The names you’ve entered during the registration process are different from the ones on the provided ID document during the identification.