Common verification issues, and how to solve them

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We want to make signing up to Revolut as smooth as possible, but sometimes verification issues can slow things down. If you've been having problems getting verified, knowing the most common problems, and how to fix them, could help you get your account set up.

Why couldn't my identity be verified?

1. The images on the document were too blurry

Solution: make sure that all personal details (date of birth, name, surname, address, document number, MyNumber¹) are clearly visible and readable before resubmitting the document. We recommend taking pictures of your documents on a flat surface in a well-lit place. Holding the documents may distort the photo and make them unreadable.

¹If you submit your MyNumber card at the time of identity verification, we'll also collect your MyNumber in accordance with regulatory requirements. Please check our FAQ for details.

2. The images on the document were unreadable due to glare or other items obstructing the details

Solution: make sure sunlight and other lights don't shine directly on the documents, and that your photo is free from glare. Check the crucial details (date of birth, name, surname, address, document number, MyNumber¹) are clearly visible and readable.

3. Your selfie was too blurry, or your face was obstructed

Solution: check that your image is clear, your face is fully visible (not being obstructed by hands, face mask, hats, etc.), and you're taking the selfie by yourself (it shouldn't be taken by another person).

4. Your document is expired

Solution: try again with a valid document (i.e. not expired or invalidated upon leaving the country).

5. Your document is damaged

Solution: try again with a new document. Make sure it's not scratched (all details must be fully readable) and has no missing parts (e.g. chipped edge, missing chip).

6. An incorrect document type was declared

Solution: make sure you have selected the correct nationality, and provide a valid ID verification document for the answer you gave:

• Driving Licence (for Japanese nationals)
• MyNumber Card (for Japanese nationals)
• Residence Card (Zairyū Card 在留カード) (for non-Japanese nationals)
• Special Permanent Resident Certificate (Tokubetsu Eijūsha Shōmeisho 特別永住者証明書) (for non-Japanese nationals)

7. You already have a Revolut account

Solution: you may have two Revolut accounts (this includes accounts that you opened in other Revolut entities outside of Japan). Unfortunately, as per our T&Cs, Revolut Japan allows only one account per person. Please close one of the accounts, or contact our customer support team for assistance.

8. The document's data doesn't match your account

Solution: the data on the document must match what you provided when you signed up. If you've made a mistake, please contact our Customer Support for help via our in-app chat. Please confirm that your document has your registered address and name match the information.

9. You're using a foreign phone number

Solution: you're currently unable to open a Japanese Revolut account using a foreign phone number. If you registered with a foreign phone number for your Japanese Revolut account in the past and are experiencing a verification issue, please contact customer support team to clarify your current residency situation.

10. Your IC chip couldn't be read

Solution: if you're verifying your identity through IC chip scanning and a selfie, please make sure:

• your phone supports NFC and the feature is enabled
• the IC chip on your ID card isn't damaged
• you enter the correct PINs or security codes required to read the chip

The required input depends on the type of ID:

For MyNumber cards

• Date of birth (Japanese nationals should enter this in the Japanese calendar format, and foreign nationals should enter this in the Gregorian calendar format)
• Expiration year
• 4-digit security code printed on the lower-left of the front of the card (this is different from the 4-digit PIN you set for user identification when you received your MyNumber Card)

For driving licences

• Enter the two 4-digit PIN codes you registered when the licence was issued or renewed

Once the required information is entered, hold your phone flat and still against your ID chip for a few seconds. If the scan fails repeatedly, you may be redirected to upload your document and enter the information manually.

11. The Next button is greyed out

Solution: the checkboxes displayed at the bottom of the screen to confirm your ID verification documents may not be fully visible on some devices, and some checkboxes may be hidden. Scroll down to see all the checkboxes, check them all, and the Next button should become available.

12. Your device's camera doesn’t launch

Solution: sometimes, your camera may not launch when connecting to external services. Please restart your device and try again. Please note that the camera is more likely to launch if you open the browser with Google Chrome.

If you still aren't having any luck getting verified, contact our customer support team via our in-app chat, and we'd be happy to help.