Address Mismatch Between Profile and Document

Contact support — especially if your documents are registered at a different address than where you currently live.

How to fix

The address on your proof of address document doesn’t match the address in your profile. This is common for people who moved to another country and still have documents registered at their previous address.

If you’re living in a different country from your registered address (for example, you moved from Ukraine to Poland, Germany, or Czech Republic): the standard retry won’t resolve this. Contact support directly and explain your situation:

“I currently live in [country], but my documents are registered at an address in [home country]. Please help me complete address verification for my current residence.”

Attach any document that confirms your current address — even a temporary registration, accommodation letter, or lease agreement from your current country.

If you believe the addresses can be made to match:

1. Open your profile and check what address is listed there
2. Make sure it’s your current residential address — not your registered home address from your ID
3. Upload a document that shows that same address (utility bill or bank statement, dated within 3 months)
4. If the address includes Ukrainian characters, write it in Latin script to match how it appears in your profile

Watch out for

• After multiple failed attempts, the account may be locked. Further uploads won’t help — contact support instead
• “Registered address” and “current residential address” are different things; your proof of address must show where you actually live now
• Ukrainian address transliteration: use the Latin version of street and city names as they appear in your profile