@Michael.P Thank you for your quick response and for my account verification.
Hi Michael, I see you and the team are well helping to fix some of the accounts issues with proof of address, actually my girlfriend has the same problem even though she attached the bank statement wasnāt approved and the official telephone bill was rejected as well. I couldnāt still understand why, I donāt believe she has another way to proof her address, I will send an email to the support but I donāt know if they will be able to assist with this matter. Otherwise what do you suggest? Thank you.
The account owner should contact us. We cannot disclose information with/about third-party accounts.
All details about the proof of address requirements can be found in the link below (be sure to check the rest of the hyperlinks too):
Weāre all part of the same team. So the answers here are identical to those which youāll receive while communicating via the different channels that we support . 
Thank you for your reply. She has already attached the bank statement that she picked up at the bank teller, it shows the address together with her name and it is not older than 3 months however it wasnāt approved. She is going to send the same statement in a while via email.
Hi Tony, my gf had sent the email with the bank statement already 4 days ago, however no reply yet.
Any way to speed up the process please?
We get tons of inquiries each day, and all cases are attended in a chronological order to ensure fairness in the process - its literally impossible for me to find her ticket just by the details above, Iām afraid. Instead, ask her to send me a DM here.
Of course I didnāt ask you to find it, I didnāt even give you any details yet 
. Ok I will ask her to text you here. Thank you in advance for your help.
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Hi, this is Jessa and as my boyfriend mentioned I have tried to send proof of my address, I have attached the official bank statement that I received from the bank teller a few weeks ago. It has my details and the date which is October, can you please help me to fix it so I can start investing as well? Thank you.
@Jessa you can DM Tony by going to his profile and clicking the āMessageā button in the top right corner of the screen.
you cannot discuss private information in the community forum as it puts yourself at risk.
also, you are best using concrete details such as a transaction/reference code etc as this is information that can be tracked, your current description would still be too vague to find anything in their database.
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Thank you mate, we didnāt know the procedure thank you she will DM Tony
@Jessa @Fabrizio82RC There is no need to send DMs anymore, however the advise from @Dao is absolutely on point.
We will send you a personal email with instructions on what needs to be present on the document.
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Glad everything works out 
Hi! I have a similar problem to what was described here. I already tried different kinds of documents that include my name and address and none of them are working. The biggest challenge for me that it is not always clear what exactly was wrong with the document. For example, the previous document I submitted was a bank statement that includes my name, address, and IBAN and the answer was āThe uploaded file does not meet the requirements for a valid Proof of address document.ā Can someone help me please with this problem?
@Saik0s Providing a document with your names, address and IBAN does not guarantee that your document will be approved. There is a number of such papers issued by banks, but they cannot be categorized as a āBank Statementā and therefore cannot be accepted due to regulatory requirements.
What I can see is that we have received a āTransaction confirmationā (a document which includes information about a single transaction) and this is why the document was pushed back. The latest that was sent by you though is perfectly valid and your account is now verified and activated.
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Thank you for the help!
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