The identity check won't start, won't upload or says I'm out of tries

Most problems with the identity check have a simple cause:

• your phone isn't verified yet
• a file is in the wrong format or too large
• you have used your three tries at the ID document

If none of the fixes below work, contact our support team and we'll help you finish.

The identity check is the Verify your identity step on the Verify page of the client portal at app.jafx.com. For the full process, see How to verify your account (KYC).

Start verification is greyed out

Start verification stays disabled until your phone number is verified. Until then you see:

"Verify your phone number first. The identity check needs it."

1. On the Verify page, open Verify your phone number.
2. Enter your mobile number and request a code.
3. Enter the code from the text message.
4. Go back to Verify your identity and click Start verification.

See How to verify your phone number (and "Verify your phone number first. The identity check needs it.").

"Identity checks are temporarily unavailable"

You may see "Identity checks are temporarily unavailable. Please try again in a few minutes, or contact support@jafx.com if it keeps happening." This means the check can't open right now.

• Wait a few minutes, then click Start verification again.
• If it keeps happening, email support@jafx.com.

A file won't upload: formats, size, passwords

Check each file against these rules:

• The file must not be password protected. If your bank or provider gave you a protected PDF, download an unprotected copy.
• Your identity document must be a photo. A scan or an image turned into a PDF is not accepted.
• If the file meets the rules and still won't upload, try a different browser or device. You can also finish on your phone (see below).

If uploading on the Verify page still fails, you can email your documents to support@jafx.com from your registered email address.

For which documents you can use, see Which identity documents can I use to verify my account? and What can I use as proof of address?

The panel shows an error: Try again and Contact support

The check opens in a panel headed "Identity verification". It first shows "Starting secure verification…".

If the panel shows an error:

1. Click Try again.
2. If the error comes back, click Contact support. This opens an email to us with the subject "Help with identity verification". Describe what you see and send it.

The panel also says "Stuck, or out of tries? Contact support and we'll help you finish."

Out of tries: "Action Required: Retry Limit Reached"

You get three tries at your ID document. After the third, the panel shows "Action Required: Retry Limit Reached" and your check goes to review.

Contact our support team and we'll help you finish. The same applies if the Verify page shows Under review and there is no Start verification button.

Before you take a photo of your ID, make sure:

• you use the original physical document, in full colour
• all four corners are in the frame and all text is sharp
• there is no glare, shadow or finger covering any detail
• you include both sides if it is a card

If your document was rejected, see Why was my identity document rejected, and how do I fix it?

Finishing on your phone

On a computer, the identity check lets you scan a QR code to finish on your phone. You can use this if it is easier.

1. Click Start verification on your computer.
2. Scan the QR code shown in the panel with your phone's camera.
3. Follow the steps on your phone to take and upload your photos.

Getting help

Contact our support team:

• Live chat: sign in to app.jafx.com and click Chat. You talk to a real person, 24/7.
• Email: write to support@jafx.com from the email address registered on your JAFX account. Say which step you are stuck on and what message you see.

You will get a response within 24 hours. We will never ask you for your password, a 2FA code or a one-time code.

Once you have submitted your documents, see My verification is under review: how long does it take?

We are available 24/7 via live chat or email.