You will need to complete the following steps to verify your account:
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
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.
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:
Open the Shakepay app
Click the Settings wheel at the bottom right of the app
Click Help
Click Support chat
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:
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.
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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