Verifying your personal information

In a landscape where individual identity plays such a crucial part in giving everyone the freedom to do what they want with cryptocurrency, we need to be sure about who you are. 

ID Document (Your photo ID)

What’s needed:

Your photo ID document needs to meet these requirements:

  • It must show your full name and full date of birth
  • The document number must be included
  • It must include validity data (issue date or validity period)
  • It must include a clear photo of you
  • It must include your signature, if applicable
  • It must be valid for at least six months from the upload date
  • It’s not scratched, stained, or torn
  • Your full name, date of birth, MRZ (Machine Readable Zone), and other important information is present and can be read
  • All the documents in the application must belong to you

What we check for:

Every ID document is checked for:

  • Forgery
  • Data tampering
  • Photo replacement
  • Fraud
  • Using document printouts
  • Other manipulation

The photo of your ID Document:

The photo of your ID document should meet the following requirements:

  • It’s an original photo or scan - Not a screenshot or a photo uploaded from social networks) in JPG, JPEG, PNG, PDF
  • If it has information on the front and back, both sides should be uploaded
  • The size is no less than 100 KB or 300 DPI
  • The photo is in color
  • All information is readable
  • All corners of the document are visible, with no foreign objects or graphic elements
  • Nothing has been edited with any software or converted to PDF
  • The document is not digital (in most cases).


Proof of Address

Documents accepted:

Certain countries and territories have variations, but here are the most common documents accepted:

  • Tax bill that’s not older than 3 months
  • Mortgage statement
  • Certificate of voter registration
  • Government benefit letters, such as a pension, unemployment benefits, housing benefits, etc.
  • Landline telephone bill
  • Bank statement (not older than 3 months) with the date of issue and your name
  • Utility bill (Not older than 3 months) for gas, electricity, water, internet, etc. linked to the stated property
  • A current lease agreement that has the signatures of the landlord and the tenant
  • Rent bills issued by the rental agency
  • Credit card statement issued by a bank
  • A government-issued letter from a recognized public authority or public servant - Not older than 3 months

Documents that aren’t accepted:

  • Government-issued correspondence, bank statements or utility bills that are older than 3 months)
  • Pension statements
  • Insurance policies
  • Mobile phone bills
  • Medical bills
  • Purchase receipts
  • Insurance statements
  • Documents showing PO Box addresses
  • Checks
  • Envelopes and parcels showing your name and an address
  • Prepaid card invoices
  • Mobile SIM cards+ bills issued to a business address
  • Bills from debt collection agencies
  • Bills from fintech companies
  • Papers referring to discount cards which cannot be considered as bank cards
  • Car rent bills


The Verification process

On the XGo App:

Open up your app, in the top right corner, tap on your profile icon. 

In this menu, tap on 'Identity verification'

In this window, you’ll see the list of the required documents. Please, prepare your documents, once ready tap on 'Continue'. 


Next, choose your region and select the type of document you'll be uploading:


Once you are ready to take a photo of your document, tap on 'Document is readable' 


Now it’s time to take a selfie…


Position your face to fit the frame and wait for in-app instructions. You’ll also be asked to turn your face around in order to complete the scan. 

Next, scan your Proof of address. Make sure that the document contains your full name, address and is no older than 3 months. Not getting this right is a common reason for people failing their verification, so it’s good to get it right the first time.


Once the process is complete, you’ll get to this screen, where you can check the verification status of your documents. Usually it takes a few minutes, but if something goes wrong, feel free to hit the 'Contact Support' button, and we’ll take a look for you. 



On XGo+:

  1. Hit the settings cog on the top right of the screen
  2. Select the 'KYC' (Know Your Customer) tab and follow the prompts

It’s often easier to upload documents from your phone, so we have this option for you. Just click on “Continue on your phone”. 

Uploading your Identity Document (Your photo ID)


Uploading a Selfie

Click on I'm ready when you are ready to take a selfie


Uploading your Proof of Residence

Here's the final part of the process; uploading your proof of address.


Once you've completed these steps, and we know it's you, you're all good to go!

If there are any issues with your documentation, you'll be contacted and informed with information on how to put things right. 



Problem Solution
Presence of watermarks Make sure you’re not using any third-party apps that leave a watermark on the photos
Blur Make sure your document is on a flat surface and that your phone (camera) is parallel with the document
If you’re using a webcam from your laptop or desktop, make sure your elbow is in contact with something solid, like a desk
Make sure your camera isn’t too close to the document
Check that your camera is in focus by tapping the scree
Glare Avoid capturing the image under direct sunlight, especially if it has a reflective surface
Missing information Capture your document on a flat surface, making sure all of the information is included and clearly visible
Foreign objects Make sure that nothing else is either visible in the photo, or obscuring information
Graphic software signs Make sure that your uploaded photos haven’t been edited in any way
Poor quality Use a high-resolution camera and don’t re-size it before uploading

We’ll always do our best to explain to you why your verification application has failed, but feel free to contact us if you’re not sure about anything.

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