Common proof of address issues

Address Mismatch or Invalid Formatting

The address shown on the document does not match the address entered on the order, or the formatting cannot be verified. To avoid issues:

• Use your full residential address exactly as entered on your order
• Do not use a business or mailing address
• Ensure the address is clearly visible and readable

Unsupported Document Type

The document submitted is not an accepted document type. Unless we have specifically requested a different document for your country of residence, you should submit one of the approved document types listed below:

• A bank statement
• Council tax bill
• Utility bill (gas, water, or electricity)

Document Does Not Meet Criteria

Your proof of address may be rejected for one or more of the following reasons:

• The document type is not accepted
• The document is too old
• Required information is missing or unreadable
• The image is blurred, cropped, or incomplete

Accepted documents must be clear, complete, and meet all submission requirements.