Understanding identity verification

Identity verification helps establish who is using the service and whether the requested activity is eligible. Payment features require the applicable checks and approvals.

What you may be asked for

Depending on your location and requested services, checks may require your legal name, date of birth, residential address, a government-issued identity document or other supporting information. Some cases require a selfie or proof of address.

Follow the exact requirements shown in your secure verification flow. Document types and acceptable evidence vary; a document that works for another customer may not work for your application.

Completing verification

Use accurate, up-to-date information. Make sure a requested document is valid, readable and belongs to you. When a hosted verification page is provided, open it from your authenticated workspace or a verified support instruction.

Do not email your passport, full identification number, passwords or authentication codes through a general support enquiry. Ask for a secure submission method when necessary.

What happens afterwards?

Submitting information is not the same as being approved. Your application may need review or further information. Ostro account approval and partner route activation may also be required before payment access becomes available.

You can ask support to clarify a pending step. Support cannot guarantee an approval outcome or bypass verification requirements.