FAQ
What does " Verifying Payment " mean? What is Payment Verification?
To prevent payment fraud, we occasionally review individual orders to confirm that you, the buyer, authorized the payment, and to verify your identity. Typically, the order will be automatically passed within minutes. However, occasionally our Payments Compliance Team will need more information to verify you. ‘More information’ might include a phone call, a copy of a valid government issued ID (e.g. driver's license, passport), and/or a payment receipt.
How Do I Get Verified?
If you are stuck at payment verification, you should have received an email requesting additional information, as part of our security procedure, with the subject line ‘Action Required: Your Order ID #N1X Requires Verification’. You need to reply to this email with the requested documents for us to review in order to get verified.
Sometimes this email can end up in your junk folder, so be sure to check there if you cannot see it!
Read about The Dos and Donts of Submitting Documents for Payment Verification to find out more about the documents we request and how to send them.
How Long does it Take to Verify Payment?
Upon receiving your information, it usually takes our team around 30 minutes to conduct a manual review of your documents.
If you are facing a delay, it is likely that we are experiencing an influx of support requests which means it might take us a little more time to conduct our review. We appreciate your patience during these times and will be working fast to review your documents as soon as we can.
In the event that it is taking too long, you may cancel your order and try another payment option.
What if I don't want to send my government ID and other documents?
If we ask you for additional information to verify your identity and you do not wish to provide this information, we offer alternative payment methods which generally do not require verification to complete. These payment methods include Crypto currencies such as USD Coin and Dai (available via Coinbase) and payments through Skrill Instant Bank Transfer (EU only). Please note: In rare cases, verification may still be required for payments through Crypto.