In some cases, it is required that you provide documentation to verify your identity to help take action on your account. This can be done securely via the support site by following the links provided in your support case correspondence; please do not send an email with your documentation.

If you are running into issues with uploading your file(s), try the following steps:

GENERAL TROUBLESHOOTING

Please note the below guidelines for uploading your file(s):

• Only one document can be uploaded per link
• File size limit – 32 mb
• File types accepted – .docx, .csv, .xlsx, .pdf, .jpg, .jpeg, .png, .tiff
  • iOS users: If you are trying to upload directly from your phone and your photo is in .heic format, you will need to change the "Camera > Formats" setting to be "Most Compatible" to take a .jpg instead.

GOVERNMENT-ISSUED ID UPLOADS

Make sure that your uploaded photo / ID meet all of these requirements:

• The photo includes both your ID and a piece of paper that has today's date written on it
• The photo is in color and is not blurry, with all information fully visible
• The photo contains a physical ID with all edges included (scanned/printed copies are not acceptable)
• Your ID must not be expired
• Your ID cannot be altered, redacted, or damaged in any way

If you are using your mobile phone, try laying the ID on a flat, contrasting surface in a well-lit room to provide the best possible photo.