We’re always trying to improve every aspect of our customer’s experience - and that begins with how easily new customers are able to set-up their brand new Monese account. Our onboarding process has been specifically tailored to help those customers who haven’t been in the UK for long to get started as easily as those who have. One of our principle aims has been to make this process as quick and as smooth as possible.
However, we have seen that some customers occasionally run into difficulties when signing up. So, to improve your chances of a hassle-free account set-up, here is some advice about what you can do to help us get your account up and running in no time.
Make sure your ID is in date
Firstly, it’s a good idea to check that the documents you have are valid and up-to-date. We do still need to verify your identity for legal reasons, which means we need to see formal identification documents. This would include National ID cards, a EU driver's license or best of all, your Passport. As much as we appreciate bookworms, sadly we can’t accept library cards!
Send us a clear picture
Another issue that our systems sometimes have trouble with is the quality of the photograph of the ID document. We need to see all of the details of the document clearly, meaning that photos of documents that are partially obscured - by a thumb perhaps - might fail authentication because we can’t see all the relevant information. In the same way, a camera flash reflecting off a passport won’t work. In short, try to ensure the photo of your documentation is as clear as possible with all the details clearly visible.
Bring a 2nd ID, just in case
Changes to our onboarding process now allows for two identification documents to be uploaded. This means that if our systems fail to make an address match based on your first document, you’ll be asked to upload another so we can verify you. So, if you do have two valid items of documentation, we recommend you keep both to hand when starting the sign-up process.
Remember to smile!
In addition to your ID, we also ask you to record a short video selfie of yourself. This is in order to verify your physical identity. For this, we’ll need you to present yourself appropriately so that we can see your face clearly - So that means no dark sunglasses, fake beards, or over-sized comedy sombreros.
These are some of the most common issues that we see when new customers try to open a Monese account for the first time. Of course, if this doesn’t answer your question, you can always email firstname.lastname@example.org , or visit our FAQs on our website.
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