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Electronic validation failed - Troubleshooting instructions

If you are following the guidelines and your attempts to verify electronically have not been successful, it is likely that your details are simply not stored in the databases that are used by the electronic validation checks. This is no cause for concern, as these databases are periodically updated.

In this situation, we recommend that you complete the manual verification of your account by providing copies of the following documents:

  1. Valid Photo ID (e.g. passport, driver’s license, Government issued ID card)
  2. Your signed Social Security card or a signed copy of your W9 form

If you wish to submit a W9 form, you may download one from here:

Please scan or take a clear digital photo of the requested documentation and send to

Alternatively, you may upload documentation via the software. Simply log in and go to:

  1. Help > Contact Support/ Open Contact Support Form
  2. Category: ‘Security’
  3. Subcategory: 'Verification Document Request’


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