Proof of address document not working

file icon

Proof of address document not working

If a problem has been identified with your proof of residential address document the status will be shown in Instapass on the right hand side. Your proof of address document must have your residential address and name clearly visible.

Step 1: When you click “Retry Address Verification” you will need to select your country of residence, preferred language and document type. The options provided are the only document types which are accepted for the country you have selected, please do not upload a different document type to the one you have selected as it will fail.

Depending on country, the following document types are acceptable as a form of proof of address:

  • Utility bill from a reputable company
  • Bank statement
  • Credit card statement
  • Property lease agreement from a regulated entity (only if this is the property lived in, or with a regulated entity for a car)
  • Tax return (only if address is pre-printed on the return. Correspondence from IRS or HMRC also acceptable)
  • Council bill
  • Superannuation statement
  • Landline phone bill
  • US social security card
  • Social security card

Please note that your proof of address document must be dated within the last 120 days.

Step 2: Click “Continue to Address Verification”, you will be  redirected to Jumio in the same window to take a new image or upload a new file of your proof of address document. 

We have used a bank statement for this example, but you will be asked to upload an image of whichever document type you selected previously.

To make sure that the proof of address check is successful, please ensure the following:

  • Your name and current address are clearly visible
  • The image is well-lit and legible
  • The file must be recent, in colour and in JPG, JPEG PDF or PNG format
  • The file size is less than 10MB
  • There is no glare on the image
  • The image is in focus
  • Nothing is covering the document
  • You have not manipulated the image in any way (this includes cropping or editing the image)
  • The document is dated within the last 120 days

Step 3: Click “Continue” to proceed. 

Jumio will then try to automatically extract the address from the document to verify your identity. The verification process can take up to 48 hours. Please note that Jumio is unable to automatically extract non-Latin character addresses and some Latin character addresses depending on image quality. These documents will need to be reviewed by our compliance team and may therefore take longer to verify.

Once the image has been uploaded you will be redirected to Instapass. If a problem is flagged again, please contact, so we can assist you.