Any questions?

Upgrade

1. How does the upgrade of PaysafeCash account work?

   You can easily upgrade PaysafeCash account by following the steps below:

   • Make sure that the information you have registered in your account matches the information on your ID. You can review and edit your personal information from the "My Information" menu in your account.
   • Go to the "My account" menu and click on "Document upload" to start the verification process.

    

   For more information about how we process your personal data and how you can exercise your rights in relation to your personal data, please see our Privacy Notice.

   You'll then be prompted to select the ID you want to use for verification. You can choose between passport, ID card or driver's license. Read our dedicated FAQ article below to learn more about our ID requirements.
    

   Upload ID

   In this step, you can choose to continue the process in our mobile app, take a picture of your document with your device camera, or upload an existing image from your device.

   Note: Your file must be a maximum of 5 MB in size and can only be submitted in *.jpg, *.jpeg or *.png format.
    

   Take a selfie

   Once you have uploaded your ID, we will ask you to submit a selfie (a picture of your face). You can do this either through your device's webcam or by switching to our mobile app.

   Once you've completed the process, you'll receive an email confirming the status of your account. If your document or selfie couldn't be accepted, you'll receive an email with further instructions.

2. What documents can I use to prove my identity?

   We accept the following documents for identity verification:

   • Passports
   • ID
   • Driving licences

    

   Important requirements for your proof of identity document:

   • Your document must be valid (do not send in expired documents).
   • The image of your document should be in color.
   • We need to be able to recognize your photo, full name, date of birth, signature, and document number.
   • The image must be in high resolution quality (easy to read) and show all four pages of the document.
   • The image must be submitted in *.jpg, *.jpeg, *.bmp, *.gif, *.png or *.pdf file format.
      

   Please also note the following things:

   • Passports must be open on the page with your photo and passport number.
   • If you're sending an ID card (or driver's license that has personal information or the date of issue/expiration on the back), be sure to include separate images of the front and back of the document.
      
3. What documents can I use to prove residency?

   Please note that the details in your account must match the details on your document.
    

   We accept the following documents for address confirmation:

   • A utility bill issued within the last 3 months (for heating, electricity, water, cable, landline phone, sewerage, gas). We do not accept mobile phone bills.
   • A printed or electronically generated bank statement from your financial institution (bank, credit/debit card, investments – we do not accept statements from online-only financial institutions such as Revolut, PayPal, etc.) issued within the last 3 months.
   • A photo ID that indicates your country of residence and is different from the ID you presented for identity verification.
   • A signed and stamped letter or electronically generated document from your financial institution issued within the last 3 months.
   • Government correspondence (including tax documents, court documents, pension bills, government loans, fines or speeding tickets, voter registration certificate) issued in the last 12 months.
   • Mortgage securities issued in the last 12 months.
   • A rental agreement issued within the last 12 months.
      

   Important requirements for your proof of address:

   • The document must include your full name, current address, issue/expiration date, and a unique reference number (e.g., account, bill, or customer number).
   • The name, website and/or logo of the exhibiting institution must be recognisable.
   • The copy should be submitted in *.jpg, *.jpeg, *.bmp, *.gif, *.png or *.pdf file format.
   • A rental agreement must contain either the signatures of the landlord and the tenant or the company/agency logo of the issuing institution.
   • Tax assessments and certificates of registration in the electoral roll must have been issued by the state authority of your place of residence.
      

   Other things to keep in mind:

   • We may accept screenshots at our discretion if they contain all the necessary data.
   • We do not accept P.O. Boxes, business addresses, or forwarding service addresses as valid residential addresses. The address listed in your document must match your actual residence.