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How do I complete Identity Verification?

What is Identity Verification?

Identity Verification (IDV) is a security process used to confirm the identity of the account holder before protected actions are completed, including card activation. This must be completed before you are able to continue with the selected action.

The process requires:

  • A selfie
  • A photo of a valid government-issued ID document

IDV is mandatory and cannot be opted out of.

When is Identity Verification requested?

IDV may be requested in the following situations:

  • When signing up for a Capital on Tap account
  • When the mobile number on the account is changed
  • During device binding
  • When an account decision requires identity confirmation

If IDV is requested, it must be completed before the action can continue.

Which ID documents are accepted?

The following documents are accepted for IDV:

  • Passport
  • Driving licence

Only original government-issued documents are accepted and photocopies are not supported.

How is Identity Verification completed?

When IDV is required, a secure link is provided through the app, web portal, or email.

For the best chance of success:

  • Use a mobile phone with a good-quality camera
  • Use the original ID document, not a copy
  • Choose a well-lit space with natural light and a plain background
  • Complete the process in one go without restarting
  • Avoid taking calls during the check
  • Make sure the internet connection is stable

A confirmation email and SMS are sent once IDV has been successfully completed.

Why does Identity Verification not work?

If there is trouble completing IDV, try the following steps:

  1. Open the IDV link in Google Chrome.
  2. Clear browser cache and cookies, then reload the page.
  3. Confirm that camera and microphone permissions are enabled for the IDV application.
  4. Switch to a different device.
  5. Switch to a stronger internet connection.

If the issue continues after completing these steps, contact Capital on Tap support in the app or web portal and provide a screenshot of the error message.

Common Issues

Name on ID does not match the account

IDV will fail if the name on the ID document does not exactly match the name on the Capital on Tap account. This often happens after a marriage or legal name change.

The account name must be updated before attempting IDV again. Contact Capital on Tap support in the app or web portal to request the update.

Date of birth on the account is incorrect

IDV will fail if the date of birth on the account does not match the date of birth shown on the ID document.

The date of birth must be corrected on the account before restarting the IDV. Contact Capital on Tap support in the app or web portal to request this change.

Trying to use a photo or copy

You must use the original document in order to complete identity verification.

Why is Identity Verification requested multiple times?

Repeated IDV prompts are usually caused by a browser change, device change, or a temporary technical issue.

To reduce repeat prompts:

  • Clear browser cache and cookies
  • Use Google Chrome
  • Use the same device originally used to complete IDV

If prompts continue after these steps, contact Capital on Tap support in the app or web portal.

I don't have my ID with me at the moment

No problem - you will need to complete the ID verification to continue but you can do this whenever you are able to.