You verify your identity in the app, which takes you through each step. You need your original ID and your phone's camera for a face scan.
What you need
- Your original, valid passport or national ID card. Damaged IDs, slips and temporary documents aren't accepted.
- Your phone, with a working camera, in good light.
Your account is personal, so use your own document. Only you may use your account. To open an account, you need to live in a country where Pyypl is available. See Is Pyypl available in my country?
If anything needs uploading again, the app tells you. Send documents only through the app. For waiting times, see How long does verification take, and why is mine still pending?
If you don't see the option to verify
Update the app and try again. If Pyypl has stopped working in your country, see Pyypl has stopped working in my country. What happens to my money?
If your verification is rejected
Read the message in the app, fix what it names and try again. The most common reasons are:
- The photo is unclear or cut off.
- The ID is damaged or has expired.
- A slip, receipt or temporary document was used instead of the original ID.
- Your details don't match your ID.
If you can't upload your document or the face scan doesn't work
- Use your original ID in good light, with no glare or reflection on it.
- Do the face scan yourself. Your face must match your ID.
- Allow Pyypl to use your camera in your phone's settings, and update the app.
- Close the app fully, open it again and try once more.
Still need help? Chat with us in the app. The chat works even if you can't log in: on the login screen, tap ? to open the Help Centre, then tap the chat bubble. You can also use the chat on pyypl.com, email care@pyypl.com or use the web form at pyypl.com/contact. We work on weekdays during working hours, so messages sent at the weekend may take longer to answer.
