You can find a list of the government issued photo IDs we accept below.
Accepted forms of photo ID include:
All valid passports
All valid Canadian drivers licenses (with photo)
All valid Canadian provincial ID cards
All valid Canadian residence permit cards
All foreign national drivers licenses
All Canadian provincial identity cards
We will not accept:
Expired ID's
Any foreign national ID that is not a driver's license
Provincial health cards (exception: BC Service Cards)
How to verify your account using the Shakepay app:
Log into your Shakepay account using the mobile app
Click the Settings icon at the bottom right of the app
Click Verify now
Click Choose document
Click on the document type you will be submitting
Select the country issuing your ID from the list
Take a picture of the front of your ID
Click Upload photo
Take a picture of the back of your ID
Click Upload photo
Click Record video
Allow microphone access
Take a video selfie and follow the steps (read out the numbers and turn your head)
Click Finish recording
Click Upload video
Wait for review
How to verify your account online:
Log into your account and and select Verify account
Select the photo ID that will be used to verify your identity
Once you've selected the type of photo ID you would like to submit, you will have two options:
Option 1: You can continue the verification process on your phone by:
Scanning a QR code
Receiving an SMS message with the URL, or
Pasting the URL provided
Option 2: You can upload a photo of your ID that has been saved on your computer
Note: Photos can only be submitted as a .jpeg and scans or copies of the original document are not accepted.
Why do I have to verify my identity?
As a registered as a money service business (MSB) with FINTRAC, and a restricted dealer with the AMF and the securities regulatory authorities in all Canadian provinces and territories, Shakepay must follow a Know Your Customer (KYC) process, where we’re required to collect information to help us identify who you are. We use this information to run an identity check using a third-party.
This means there are certain guidelines that we must adhere to, to operate.
This includes collecting certain documents to verify your identity.
This identity check, referred to as a “soft pull” check, is restricted only to Name, Address, and Date of Birth to match the details you provided for your Shakepay account with the information found on the credit bureaus’ database.
If the check passes, your identity will get partially verified on Shakepay; however, to fully verify your account, we will need to receive a government issued photo ID.
Are my documents safe?
As account and information security is a top priority for us, we keep your documents and/or selfie encrypted.
We also comply with Canada’s Personal Information Protection and Electronic Documents Act (“PIPEDA”, S.C. 2000, c. 5) and Quebec’s Act Respecting protecting Personal Information in the Private Sector (R.S.Q. c. P-39.1).
How long will it take for my account to be verified?
Once you have submitted your selfie video and the photo of your ID, there are three possible outcomes on how long it will take to verify your account:
Your submission will be approved within a few minutes and you'll receive a notification that your account is fully verified!
Your submission will be rejected, and you will receive a notification explaining why the submission was rejected. You can then resubmit your documents.
Your submission will require manual review, which can take up to 4 days. Once reviewed, you will receive a notification about whether the submission is accepted or rejected.
Once your documents are reviewed, you will receive an email regarding your verification status!
When you receive this email, there will be a link attached where you can view the status of your documents and/or any additional information required by the team to get your account verified!
Typically, our verification team can review your documents within the same business day; however, depending on the volume of submissions, sometimes this process can take up to 4 days.
My verification is pending for more than 4 days
Contact us by following the steps below to follow-up regarding the status of your account verification.
Open the Shakepay app
Click on Settings (⚙️ icon) at the bottom right of the app
Click Help
Click Support chat
Click Send us a message
How to update your full name or date of birth on the app:
If you made a typo on your full name or date of birth, you can update this information on the Shakepay app!
Make sure your app is updated to the latest version.
Open the Shakepay app
Click Settings at the bottom right of the home screen
Click Account settings
Click Profile information
A pop up message will appear and require you enable biometric authentication first
Click Open device settings
Enable biometric authentication
Once unlocked, click Change next to the information you need to update (Name or Date of birth) in the Profile modification section.
Enter your correct full legal name and/or date of birth
Click on Update
Once your name has been updated, click on Verify identity again and submit your ID.
Note: You are only allowed to update this information once. Please make sure that the information you enter matches the full legal name and date of birth you have on your government issued photo ID.
My verification submission was rejected
Double check your full name and date of birth in your profile to make sure it matches the information on the ID you are submitting.
Please make sure to not use a flash as it can cause a glare on the ID details.
Make sure the picture is not blurry and the details are easily readable before submitting.
Ensure the entire ID is showing in the picture and your finger isn't covering the details.
Make sure to submit a valid, non-expired photo ID.
Can I get a custodial Shakepay account for my kids or can my kids sign up for a Shakepay account?
Currently, we only offer Shakepay accounts for individuals who are 18 years old and above. We are not able to offer a custodial account at this time but it is something we might consider in the future.
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