During the registration process, a verification step may appear to be stuck in the application.
For example, the app may continue to display a message indicating that you need to “complete your profile”, or show a step awaiting validation that does not seem to progress.
This does not necessarily mean there is a problem: a verification may simply still be in progress.
What are the verification timeframes?
Each step of the registration process (identity, residence, proof of address, etc.) is reviewed by our dedicated team.
These checks may take up to 3 working days, depending on the volume of ongoing requests.
As long as a step has not been validated, the next one will not be accessible.
Why can my verification remain stuck?
Several reasons may explain a delay or blockage:
- A manual review is still in progress on your account
- A missing, incomplete or incorrect document is preventing the validation of the previous step
- A document has been rejected (illegible, expired or non-compliant)
In these cases, we recommend that you:
- Open the application and access your Profile
- Go to the Account levels section
- Check if a document is still requested or marked as rejected
If a document needs to be added, you can upload it directly in this section.
What should I do if the verification remains stuck for more than 3 days?
If your registration still appears to be blocked after 3 working days, or if you do not understand the reason for a rejection:
- Consult our FAQ to check the list of accepted documents for each type of proof
- If everything seems correct, contact our customer support so that a member of our team can review your file manually
Customer support can help you understand the reason for the delay or rejection, but cannot validate your documents directly.
How to contact customer support
Good to know
- As long as a verification step has not been fully validated, certain app features may remain inaccessible.
- Once a step is validated, you will receive a notification or confirmation email, and you will then be able to move on to the next step of the registration process.