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How do I verify my account?

Updated

To use certain Mercuryo services, you'll need to complete identity verification (also known as Know Your Customer or KYC).

Verification helps protect your account, prevent fraud, and ensures Mercuryo complies with applicable legal and regulatory requirements.

This guide explains how to verify your account, which documents you can use, and what to do if you experience any issues.

How to Verify Your Account

Follow these steps to complete identity verification:

Step 1: Sign in to your Mercuryo account

Log in using your registered email address and password.

Step 2: Enable Two-Factor Authentication (2FA), if prompted

For security reasons, you may be asked to enable Two-Factor Authentication (2FA) before starting verification.

If required, follow the on-screen instructions to complete the setup.

Step 3: Start the verification process

From your account dashboard:

  1. Click Verify.
  2. Follow the on-screen instructions to begin identity verification.

Step 4: Choose your identity document

Select the document you'd like to use for verification.

Depending on your country, accepted documents may include:

  • Passport
  • National ID card
  • Driving licence

Please note: Accepted documents may vary depending on your country. For example, customers in the United States must verify their identity using a valid driver's licence or state-issued ID card. US passports are not accepted.

Step 5: Upload your document

Take clear photos of your document or upload them when prompted.

Make sure:

  • The document is valid and not expired.
  • There are at least 3 months remaining before the expiry date.
  • All four corners of the document are visible.
  • The image is clear, in focus, and easy to read.
  • Nothing is covering any part of the document.

Step 6: Complete the selfie verification

You'll be asked to take a selfie to confirm that you're the owner of the identity document.

For the best results:

  • Make sure your face is fully visible.
  • Remove hats, sunglasses, or anything covering your face.
  • Ensure the area is well lit.
  • Look directly at the camera.
  • Avoid using filters or edited photos.

Follow the on-screen instructions until the selfie check is complete.

Step 7: Submit your verification

Once you've completed all required steps, submit your verification.

Most verifications are completed within 5–15 minutes.

In some cases, additional checks may be required, which can increase the review time.

Accepted Documents

To successfully verify your identity, your document must:

  • Be government-issued.
  • Be valid and not expired.
  • Have at least 3 months remaining before expiry.
  • Be clearly readable.
  • Match the personal information entered on your Mercuryo account.

Photocopies, screenshots, or edited images are not accepted.

Why Might Verification Fail?

Verification may be unsuccessful if:

  • The document has expired.
  • The document is blurry or difficult to read.
  • Parts of the document are cropped or missing.
  • The selfie does not clearly match the identity document.
  • The information provided does not match your account details.
  • The document type is not supported in your country.

If your verification is unsuccessful, review the reason shown on the screen, correct the issue, and try again.

Frequently Asked Questions

How long does verification take?

Most identity verifications are completed within 5–15 minutes.

If additional checks are required, the review may take longer.

Do I need to verify my account every time I make a purchase?

No.

Once your identity has been successfully verified, you won't normally need to complete verification again.

However, we may occasionally request additional information to comply with legal or regulatory requirements.

Which identity documents are accepted?

Depending on your country, you can usually verify using:

  • Passport
  • National ID card
  • Driving licence

Accepted document types may vary depending on your country.

Can I verify my account with an expired document?

No.

Your identity document must be valid and have at least 3 months remaining before its expiry date.

What should I do if my verification was rejected?

Review the rejection reason, correct the issue, and submit a new verification.

If you're unable to complete verification after trying again, please contact our Support team.

Why do I need to complete identity verification?

Identity verification helps protect your account, prevent fraud, and enables Mercuryo to comply with applicable legal and regulatory requirements.

 

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