My identification was not successful. What should I do?

If you have received an e-mail informing you that your identification was not successful, you will have to contact your agent or our team and ask for a new code to redo the process. Keep in mind that you will need a different code for each identification attempt. Reusing the same code for the second time won’t be possible, even if the previous identification was not successful.

Your identification may not be successful due to one of the following reasons:

• The photos you took are of bad quality;
• The provided document is not supported;
• You were not alone during the process.

If you do not receive a new identification code, please contact your agent or request a new code.

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