What should I do if I don't have a valid Proof of Address (POA)?
A valid Proof of Address (POA) is required to complete account verification and enable withdrawals. If you don't have a standard POA document, you may submit one of the following accepted alternative documents, provided it was issued within the last 6 months.
Accepted alternative documents
You may submit any of the following documents as your Proof of Address:
• Utility bill
• Bank statement
• Insurance document
• Telephone bill
• Land valuation certificate
• Lease agreement
• Lease contract with an official seal
• Utility bill
• Bank statement
• Insurance document
• Telephone bill
• Land valuation certificate
• Lease agreement
• Lease contract with an official seal
Proof of Address (POA) requirements
Before submitting your document, make sure it meets the following requirements:
Required information
Your POA document must clearly display:
• Your full name
• Your residential address
• The issue date
• Your full name
• Your residential address
• The issue date
Document quality requirements
Your document must be clear, complete, and unedited. The following documents are not accepted:
• Black-and-white documents
• Handwritten documents
• Edited or altered documents
• Documents showing a P.O. Box address
• Blurry, cropped, or low-resolution images
Important: Scanned copies and photocopied documents are not accepted.
What happens if my Proof of Address is not verified?
Completing the Know Your Customer (KYC) verification process is required to complete account verification and enable withdrawals. If your POA has not been submitted or successfully verified:
• You may still be able to deposit funds and trade.
• You will not be able to withdraw funds until the full verification process, including Proof of Identity (POI) and Proof of Address (POA), has been successfully completed.
• You may still be able to deposit funds and trade.
• You will not be able to withdraw funds until the full verification process, including Proof of Identity (POI) and Proof of Address (POA), has been successfully completed.
What should I do if my Proof of Address is rejected?
If your submitted POA is rejected, review the rejection reason and check the following before submitting another document:
- Check the document type: Make sure your document is one of the accepted POA alternatives listed above.
- Check the issue date: Ensure that the document was issued within the last 6 months.
- Verify your personal details: Make sure your full name and residential address are clearly displayed.
- Check the document quality: Ensure the document is complete, clear, and unedited, with no missing or cropped information.
- Submit another document: If your original document does not meet the requirements, prepare another acceptable POA document and resubmit it through the same account verification process.
Need More Help?
If your POA document has been rejected and you are unsure why, or you need clarification on the accepted document requirements, please contact our Customer Support team for further assistance. When contacting us, provide your registered email address, Client ID (if available), the type of document you submitted, and a description of the issue or rejection message received.
