Why was my proof of address rejected, and how do I fix it?
We email you the reason when your proof of address is not accepted. Each reason has its own fix. In most cases you upload a new document on the Verify page in the client portal.
Where to find the reason
- Look for our email to your registered email address. It explains the specific issue with your document.
- The Verify page shows one overall status under "Current status", not a separate result for each document. It does not show the reason.
- If you can't find the email, contact our support team.
For the full list of documents we accept, see What can I use as proof of address?
Too old, or name or address missing
| Reason | What to send instead |
|---|---|
| Older than 90 days | A utility bill or bank statement dated within the last 90 days. |
| Your name is missing | A document that shows your name as it is on your JAFX account. Initials for your first name are fine, and middle names or titles can be missing. |
| Your address is incomplete | A document that shows your full residential address, including any house or apartment number. |
| PO Box address only | A document that shows the address where you live. A utility bill addressed to a PO Box can be used if it also shows the service address. |
| Joint bank statement | A valid ID of the other account holder as well, or a statement in your name only. A joint utility bill needs no extra ID. |
No logo, bank letter, envelope or prepaid bill
| Reason | What to send instead |
|---|---|
| No logo or stamp | A document that shows the issuer's official logo or stamp. |
| A bank letter or notice | A bank statement that shows activity on your account, or a utility bill. |
| An envelope or covering letter | The document that came inside it. Send a photo of the full document, with all four corners visible. |
| A prepaid mobile bill or top-up receipt | A contract mobile bill, a utility bill or a bank statement. |
You may cover card numbers and account numbers on a statement. Your name, address, the date and the logo must stay visible.
Screenshot, printed copy or password-protected file
| Reason | What to send instead |
|---|---|
| A screenshot or digital image | The full PDF of the document, or a clear photo of the original paper document. |
| A printed copy | The full PDF as you received it, or a photo of the original paper document. |
| A password-protected file | A copy of the document without a password. |
| Cropped or incomplete | A new image showing all four corners and every page. |
| Unclear, glare or flash | A new photo in good light, without the flash, with all text sharp. |
Statements from online-only banks are accepted as a PDF.
Address doesn't match your account, or you have moved
Your proof of address must show the address you gave on the Verify page.
- You haven't moved: send a document dated within the last 90 days that shows the address registered on your account.
- You have moved: contact our support team and tell us your current address. We will explain how to update it.
You can't edit your address yourself once your identity check has started. The field shows "Locked while your identity verification is in progress or complete." See How to update your address or country of residence.
If the name on the document is different, see The name on my document doesn't match my JAFX account.
Uploading a new document
- Sign in at app.jafx.com.
- Click Verify in the menu. On a phone, open the menu first.
- Open "Verify your identity" and click Start verification.
- Follow the on-screen steps and upload your new proof of address.
Your file can be a PDF, PNG or JPG, under 10 MB. Before you upload, check that:
- it is dated within the last 90 days
- it shows your name, your full residential address and the issuer's logo or stamp
- all four corners and every page are visible
- it is not password protected
When you take a photo, place the original document on a plain, flat surface in good light. Keep your fingers off it, and check that the text is sharp and in colour.
If you don't see Start verification, or you have run out of tries, contact our support team. We'll help you finish. If the file won't upload on the Verify page, you can email it to support@jafx.com instead. See The identity check won't start, won't upload or says I'm out of tries.
After you upload, your status changes to Under review. We email you when the review is done. See My verification is under review: how long does it take?
Need help?
- Use live chat: click the Chat button in the client portal. You talk to a real person, 24/7.
- Or email support@jafx.com from the email address registered on your JAFX account.
We will never ask for your password, your 2FA code or a one-time code. See How do I contact JAFX support?
We are available 24/7 via live chat or email.
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