Verification Archives - Simplex https://www.simplex.com/kb/category/verification Buy & Sell Crypto Instantly – Secure, Global Onramp Wed, 03 Sep 2025 14:15:28 +0000 en-GB hourly 1 https://wordpress.org/?v=6.8.2 Do I need to go through verification every time I make a payment? https://www.simplex.com/kb/do-i-need-to-go-through-verification-every-time-i-make-a-payment Wed, 13 Aug 2025 11:15:39 +0000 https://www.simplex.com/kb/do-i-need-to-go-through-verification-every-time-i-make-a-payment Please be informed that even if you have already completed the verification, you may be asked to go through the process again with your future payments. This is done to ensure that all the documentation submitted is up to date and that nobody is making the payment on your behalf.

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]]> Please be informed that even if you have already completed the verification, you may be asked to go through the process again with your future payments.

This is done to ensure that all the documentation submitted is up to date and that nobody is making the payment on your behalf.

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]]> I entered an incorrect date of birth, what should I do? https://www.simplex.com/kb/i-entered-an-incorrect-date-of-birth-what-should-i-do Mon, 21 Jul 2025 00:46:32 +0000 https://www.simplex.com/kb/i-entered-an-incorrect-date-of-birth-what-should-i-do If the date of birth (or any other information, like your full name) that you entered on our page differs from the one seen on the document you have uploaded for identity verification, you will be sent an email asking you to re-upload your documents. In most cases, you can correct the date of birth

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]]> If the date of birth (or any other information, like your full name) that you entered on our page differs from the one seen on the document you have uploaded for identity verification, you will be sent an email asking you to re-upload your documents. In most cases, you can correct the date of birth or any other needed information by re-uploading your documents.

However, if you can not edit your information and the payment is in the pending status, please contact us directly. 

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]]> What kind of verification is needed? https://www.simplex.com/kb/what-kind-of-verification-is-needed Mon, 21 Jul 2025 00:46:23 +0000 https://www.simplex.com/kb/what-kind-of-verification-is-needed You might be asked to verify your identity by uploading an identity document. The identity verification might be carried out live by taking pictures of your document directly during the payment process when your device is connected to a secure service or by uploading them from your device gallery. After uploading pictures of your identity documents and

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]]> You might be asked to verify your identity by uploading an identity document. 
The identity verification might be carried out live by taking pictures of your document directly during the payment process when your device is connected to a secure service or by uploading them from your device gallery. 
After uploading pictures of your identity documents and a selfie of your face, you must complete a mandatory questionnaire for your first purchase.
You can find more information about each of the verification processes here: 

How can I verify my identity, and what documents are accepted?
How can I verify my identity live through Onfido?
Submitting the questionnaire 

 

Please remember that while we do not ask you to go through verification each time, if required, the payment will only proceed further if the request has been successfully fulfilled. 

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]]> Can I use P.O box address when filling in the details? https://www.simplex.com/kb/can-i-use-p-o-box-address-when-filling-in-the-details Mon, 21 Jul 2025 00:46:13 +0000 https://www.simplex.com/kb/can-i-use-p-o-box-address-when-filling-in-the-details We do not accept PO box addresses when submitting a payment. In this case, you need to use the address used when registering your card, your current or last residential address.

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]]> We do not accept PO box addresses when submitting a payment.

In this case, you need to use the address used when registering your card, your current or last residential address.

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]]> How can I verify my identity and what documents are accepted? https://www.simplex.com/kb/how-can-i-verify-my-identity-and-what-documents-are-accepted Mon, 21 Jul 2025 00:46:00 +0000 https://www.simplex.com/kb/how-can-i-verify-my-identity-and-what-documents-are-accepted Depending on your location, you can verify your identity using documents such as an ID card, passport (international), or driver’s license. However, the options can change, and you will always see the exact documents available for verification when doing so.   The requirements for documents are listed below: It is a valid, government-issued ID – international passport; 2-sided, thick

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]]> Depending on your location, you can verify your identity using documents such as an ID card, passport (international), or driver’s license. 
However, the options can change, and you will always see the exact documents available for verification when doing so.

 

The requirements for documents are listed below:

  1. It is a valid, government-issued ID – international passport; 2-sided, thick plastic, card-type driver's license or ID card. Employee, student, military, etc. type IDs are not accepted;
  2. It contains an expiry date (and is not expired), date of birth and full name; 
  3. It is internationally recognized;
  4. It has only Latin letters and Arabic numbering or the English translation;
  5. The photo must not be blurry, and the lighting must be bright enough;
  6. All 4 corners of the document should be visible. Both pages should appear in the photo when you upload an international passport. If you are uploading a driver's license or ID card, each side is required in separate uploads;
  7. The document and the picture should be in colour; 
  8. It must be a direct picture of the document, taken with a camera, not a scanned version or a screenshot. 

 

If the picture(s) you have uploaded do not meet one or more requirements, you will receive an automated email with the request to re-upload the picture(s) alongside the link (button) to do so.
If you need more clarification about the status of your identity verification or payment overall, please feel free to contact us directly.

 

 

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]]> How can I verify my identity live through Onfido? https://www.simplex.com/kb/how-can-i-verify-my-identity-live-through-onfido Mon, 21 Jul 2025 00:45:59 +0000 https://www.simplex.com/kb/how-can-i-verify-my-identity-live-through-onfido Currently, you may receive requests to verify your identity in 2 different ways: the standard ID verification flow, where you have to upload already taken pictures from the gallery of your device and a different way – doing it live via the Onfido system with which Simplex is in partnership. During the live identity verification process,

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]]> Currently, you may receive requests to verify your identity in 2 different ways: the standard ID verification flow, where you have to upload already taken pictures from the gallery of your device and a different way – doing it live via the Onfido system with which Simplex is in partnership.

During the live identity verification process, you must take a picture of your ID (passport, driver's license, and ID card are accepted) and a selfie to compare the similarities between the faces.

The process goes as follows:

You will need to select the document issuing country and the type of document that will be uploaded. Passports, ID cards and driver's licenses are accepted.
Once that is done and you press "Upload document", the page informing that the process needs to be done via a secure link/connection will appear:

 

 

You can generate a secure link to connect to Onfido in three ways. The most convenient way to continue the process is by scanning the QR code.
Once the QR code is scanned, you must take a picture or pictures of the selected document and a selfie of your face.
During this step, if the transaction is carried out via a desktop or laptop computer, the pictures are taken with a mobile phone, and the computer screen displays that the phone is already connected.

 

 

When the mobile phone is connected to Onfido, you are presented with a message informing you about the requirements for not closing the computer's desktop, asking for help if you think this is a scam and that the verification process will continue here.

 

When "Continue" is pressed, you will be presented with a disclaimer to enable camera access throughout the process. When it is enabled, the camera will turn on, and you will be able to take pictures of the document:

 

After taking a picture of a document and confirming its information is readable, you must take a selfie of your face. The face must fit in the contours on the camera's screen. Once a selfie is taken and you confirm that the face is visible, you will see a message on the phone that the computer screen should be updated in a few moments, and the process will continue. Then, you can upload the files to the system through the computer and wait for the outcome.

 

 

Once the documents and the selfie of the face are submitted, you will be updated with the result shortly and will either be able to continue with the process or need to redo it.
You might also be asked to submit a questionnaire. More information about it can be found here: Submitting the questionnaire

If you have any questions about our service or need help, please contact us directly. 

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]]> How long does the verification take and can I get verified faster? https://www.simplex.com/kb/how-long-does-the-verification-take-and-can-i-get-verified-faster Mon, 21 Jul 2025 00:45:55 +0000 https://www.simplex.com/kb/how-long-does-the-verification-take-and-can-i-get-verified-faster While we do our best to process your payment as quickly as possible, we can not expedite the verification process. In most cases, payments are processed immediately if everything is done correctly and there are no issues. In rare cases, it may take up to 24 hours due to delays in identity verification and other processes.

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]]> While we do our best to process your payment as quickly as possible, we can not expedite the verification process. 
In most cases, payments are processed immediately if everything is done correctly and there are no issues. In rare cases, it may take up to 24 hours due to delays in identity verification and other processes.

This extra level of detail validation is necessary to ensure the safety of your transaction.
You can also check your payment status (30 days or earlier) here.

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]]> I haven’t received the identity verification request via email. What do I do? https://www.simplex.com/kb/i-havent-received-the-identity-verification-request-via-email-what-do-i-do Mon, 21 Jul 2025 00:45:45 +0000 https://www.simplex.com/kb/i-havent-received-the-identity-verification-request-via-email-what-do-i-do If you have difficulties locating the verification request, please double-check your email inbox and spam or trash folders. If you have had multiple emails from Simplex regarding verification, they might be grouped up. ​ Additionally, please kindly note that you can find those threads by searching your inbox with various keywords, such as: “Verification” “Simplex”

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]]> If you have difficulties locating the verification request, please double-check your email inbox and spam or trash folders. If you have had multiple emails from Simplex regarding verification, they might be grouped up. ​

Additionally, please kindly note that you can find those threads by searching your inbox with various keywords, such as:

  • “Verification”
  • “Simplex”
  • Your unique payment ID (this is the long string of letters and numbers we sent you in the confirmation email)

To ensure that you receive our emails, please add support@simplex.com to your address book, contacts, or safe sender's list.
If you still can't find the email with the verification request, please contact our support team here or via live chat.

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]]> My ID has expired and I’m waiting for a new one. What can I do? https://www.simplex.com/kb/my-id-has-expired-and-im-waiting-for-a-new-one-what-can-i-do Mon, 21 Jul 2025 00:45:38 +0000 https://www.simplex.com/kb/my-id-has-expired-and-im-waiting-for-a-new-one-what-can-i-do Please be informed that we cannot accept expired or temporary documents for verification. If possible, please use a different document for verification.In most cases, we can accept international passports, national ID cards and driver's licences.  More information about identity verification can be found here.

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]]> Please be informed that we cannot accept expired or temporary documents for verification.
If possible, please use a different document for verification.
In most cases, we can accept international passports, national ID cards and driver's licences. 

More information about identity verification can be found here.

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]]> Submitting the questionnaire https://www.simplex.com/kb/submitting-the-questionnaire Mon, 21 Jul 2025 00:45:21 +0000 https://www.simplex.com/kb/submitting-the-questionnaire As a payment service provider, we must comply with different industry guidelines and regulations. Part of our verification process is gathering more information about our customers – why and how they will use our services.It is required to answer the questionnaire with each first purchase or sale.    Once the identity (document and selfie) verification

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]]> As a payment service provider, we must comply with different industry guidelines and regulations. Part of our verification process is gathering more information about our customers – why and how they will use our services.
It is required to answer the questionnaire with each first purchase or sale. 

 

Once the identity (document and selfie) verification is done via Onfido, you will be asked to submit a mandatory questionnaire with questions that comply with industry standards. 
Firstly, a heads-up about this process will be given.

 

 

By pressing "Let's start," you will be taken to the first question, which asks about the purpose of using our services. 
You should answer this question based on what you are carrying out – a cryptocurrency purchase or sale. If you are interested in both, mark the answers accordingly. 

 

 

You will then be asked to answer 2 questions about the expected activity of using our services – how many transactions you think you will issue in a month and the expected monthly activity in EUR, both for buying or selling cryptocurrency. 

 

 

 

Then, you will be asked about your source of wealth/funds. This includes questions about your principal source of funds, your employment status, and your monthly income. 

 

 

 

Note: When selecting the employment status, if you choose "Employed", an additional drop-down menu will appear below, and you will need to choose the industry in which you are employed. 

 

 

The last part of the questionnaire requires you to confirm that you are not a politically exposed person (PEP), nor are you a close family member of such an individual, and that all of the information submitted is accurate and correct.  

 

 

Once you click "Done", the information provided will be reviewed. You will see the usual loading screen, which will inform you about this. When the information is reviewed, you will be notified that you can proceed or that the purchase/sale will be declined. If the purchase or sale is rejected, you will see a message on the screen and get a corresponding email as well. 

 

If you have any questions during the process, please contact us directly.

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