Hey bunqers 🌈
It may be that we need further details in order to verify your account. Here are the main reasons why your account might not be verified in 5 minutes:
Proof of residence required
It might be that there’s a mismatch between the address you entered and the geolocation of your device. If we're unable to confirm your address based on your geolocation, we’ll request an official document that proves your residence address. You can learn how to prove your address here
Insufficient or incorrect documents provided
In some cases the documents you’ve provided during the verification process don't give us all the info we need. When this happens, we'll ask you to provide another document or further details. No need to worry - the app will guide you to provide the requested document, or you can submit it through the Support center. You can learn more on which ID documents are accepted for your identity verification here ✨
Invalid video verification
It’s possible that your video was blurry and your face couldn’t be recognised, or that the picture you used for your document wasn’t clear. Make sure that your face and all the information on the document are visible. You can learn more on how to verify your identity here
It could be that you already have an active account or that you’ve previously opened an account with us. The error occurs since the same document number or alias was already used for your previous account and prevents you verifying your new account in 5 minutes. In such cases, we’ll make sure to manually verify your account and this may take more than 5 minutes.
As a bank, sometimes there are legal regulations we must follow in order to complete your verification. In such cases, we’ll make sure to send you a message in the app to let you know the details and how to proceed.
Want to learn more?
Explore more bunq knowledge here ✨