As the law requires, we ask every customer from time to time to check and update their identity details. The app tells you what to send.
Common reasons
- Your ID has expired, or your details need updating.
- We need to confirm how you use your account, such as where your money comes from.
What to do
To complete your verification, follow these steps:
- Read the verification message in the app.
- Answer every question. The app may ask where your money comes from, how much you plan to keep in your account, and how much you plan to send and spend.
- Send any document we ask for through the app only.
We may also ask for documents, such as proof of income, proof of where your money comes from, or a recent bank statement.
If you can't complete it
If a step doesn't work for you, contact us. If the identity requirements can't be met, we may close the account, and we'll tell you if we do.
If your account is blocked during or after verification, see My account is blocked or restricted.
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.
