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This article explains when Identity Verification (IDV) is requested, which documents you can use, and what to do if it isn't working
Overview
Identity Verification (IDV) is a security check we may ask you to complete before certain actions on your account, such as activating your card. This article explains when IDV is requested, which documents you can use, and what to do if it isn't working.
What is Identity Verification?
Identity Verification (IDV) is a security check that confirms who you are before you can complete certain actions on your account, such as activating your card.
The process requires:
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A selfie
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A photo of a valid government-issued ID document
IDV is mandatory, and you cannot opt out of it.
When is Identity Verification requested?
IDV may be requested in the following situations:
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When you sign up for a Capital on Tap account.
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When you change the mobile number on your account.
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When you link a new device to your account (device binding).
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When we need to confirm your identity for an account decision.
If we ask for IDV, you must complete it before you can continue.
Which ID documents are accepted?
You can use the following documents for IDV:
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Passport
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Driving licence
Your document must be in date. We only accept originals, not photocopies.
How is Identity Verification completed?
When IDV is required, we send you a secure link through the app, your online portal, or email.
For the best chance of success:
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Use a mobile phone with a good-quality camera.
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Use the original ID document, not a copy.
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Choose a well-lit space with natural light and a plain background.
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Complete the process in one go without restarting.
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Avoid taking calls during the check.
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Make sure your internet connection is stable.
We'll send you a confirmation email and SMS once you've successfully completed IDV.
Why isn't Identity Verification working?
If you're having trouble completing IDV, try these steps:
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Open the IDV link in Google Chrome.
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Clear your browser cache and cookies, then reload the page.
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Make sure camera and microphone permissions are turned on for the IDV application.
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Switch to a different device.
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Switch to a stronger internet connection.
If the issue continues after trying these steps, contact us in the app or your online portal and include a screenshot of the error message.
What if the name on my ID doesn't match my account?
IDV will fail if the name on your ID document doesn't exactly match the name on your Capital on Tap account. This often happens after a marriage or legal name change.
You'll need to update your account name before trying IDV again. Contact us in the app or your online portal to request the update.
What if my date of birth is incorrect on my account?
IDV will fail if the date of birth on your account doesn't match the one shown on your ID document.
You'll need to correct the date of birth on your account before restarting IDV. Contact us in the app or your online portal to request this change.
What if I try to use a photo or copy of my ID?
You must use the original document to complete Identity Verification.
Why is Identity Verification requested multiple times?
A browser change, device change, or temporary technical issue usually causes repeated IDV prompts.
To reduce repeat prompts:
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Clear your browser cache and cookies.
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Use Google Chrome.
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Use the same device you originally used to complete IDV.
If prompts continue after trying these steps, contact us in the app or your online portal.
What if I don't have my ID with me right now?
No problem. You'll still need to complete Identity Verification to continue, but you can do this whenever suits you.