Required Document Was Not Uploaded

Your application was declined because a required document was missing — go back and upload your Proof of Address to continue.

How to fix

Your identity document was received, but the Proof of Address was not included in your submission. The reviewer needs both documents to complete your verification.

Proof of Address is a document — separate from your ID or passport — that shows where you currently live. Accepted documents:

• ✅ Utility bill (electricity, water, gas, internet) — your name, full address, and a date within the last 3 months must be visible
• ✅ Bank statement — from any bank, dated within the last 3 months, showing your name and address
• ✅ Government letter or official correspondence — any document from a public authority showing your name and address

Documents that will not be accepted as Proof of Address:

• ❌ Passport or national ID — these confirm your identity, not your address
• ❌ A document in someone else’s name (landlord, parent, or spouse)
• ❌ A document older than 3 months

Open the verification form, go to the Proof of Address step, and upload one of the documents listed above.

Watch out for

• The name on your Proof of Address must match exactly the name you entered in your profile
• If you only have a paper bill, photograph it flat on a surface in good light — all four corners must be in the frame
• If your bank supports it, download a PDF statement from your banking app and upload that instead of a photo

Already know what Proof of Address is but haven’t uploaded it yet? See also: Proof of Address Not Uploaded — guidance for completing the upload step before a rejection.