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Account Verification
How to verify my account ?
How to verify my account ?

Here's how to verify your account and what to do if your ID is rejected. You will need to submit a valid photo ID and record a video selfie.

Updated this week

You will need to complete the following steps to verify your account:

  1. Click the Settings icon at the bottom right of the app

  2. Click Verify now

  3. Click Choose document

  4. Click on the document type you will be submitting

  5. Select the country issuing your ID from the list

  6. Take a picture of the front of your ID

  7. Click Upload photo

  8. Take a picture of the back of your ID

  9. Click Upload photo

  10. Click Record video

  11. Allow microphone access

  12. Take a video selfie and follow the steps (read out the numbers and turn your head)

  13. Click Finish recording

  14. Click Upload video

  15. Wait for review

Video showing how to verify your account:  1. Click the Settings icon at the bottom right of the app  2. Click Verify now  3. Click Choose document  4. Click on the document type you will be submitting  5. Select the country issuing your ID from the list  6. Take a picture of the front of your ID  7. Click Upload photo  8. Take a picture of the back of your ID   9. Click Upload photo  10. Click Record video   11. Allow microphone access  12. Take a video selfie and follow the steps (read out the numbers and turn your head)  13. Click Finish recording  14. Click Upload video  15. Wait for review


Troubleshoot and tips

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.

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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 more than 4 days

Contact us by following the steps below to request a manual review:

  1. Open the Shakepay app

  2. Click the Settings wheel at the bottom right of the app

  3. Click Help

  4. Click Support chat

  5. Click Send us a message


I made a typo on my date of birth or full name and need to correct it!

Not to worry you can edit your date of birth or full name in the app!​

Follow these steps to update your date of birth or full name:

  1. Make sure your app is updated to the latest version.

  2. Open the Shakepay app

  3. Click Settings at the bottom right of the home screen

  4. Click Account settings

  5. Click Profile information

  6. A pop up message will appear and require you enable biometric authentication first

  7. Click Open device settings

  8. Enable biometric authentication

  9. Once unlocked, click Change next to the information you need to update (Name or Date of birth) in the Profile modification section.

  10. Enter your correct full legal name and/or date of birth

  11. Click on Update

  12. Once your name has been updated, click on Verify identity again and submit your ID.

Please note that you are only allowed to update this information once and make sure that the name you enter matches the full legal name and date of birth you have listed on your government issued photo ID.

Once your documents are reviewed, you will receive an email regarding your verification status.


My id was rejected

  • Doublecheck your full name and date of birth in your profile to make sure it matches the information on the id you are submitting.

  • Do 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 photo id. You can find a list of accepted photo ids at the bottom of this page. We can't accept an expired id or a photocopy/picture of a screen or health cards.


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)


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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