In this article:

1. Why do I need to verify my identity

2. How does Nexo handle the information collected during KYC procedures

3. I have not received the confirmation email to verify my email address

4. What should I do if I encounter an error while trying to verify my account

5. What happens if the ID document I used to verify expires

6. Why was my identity or address verification rejected

• Identity verification
• Address verification

7. Can I change my personal information at a later stage

8. Can I change my residential address at a later stage

1. Why do I need to verify my identity

Nexo is required to comply with a business regulation known as KYC (Know Your Customer).

A KYC check is the process of verifying your identity, serving as a measure against money laundering, fraud, and corruption. Conducting KYC checks helps ensure smooth operations with Nexo’s and financial partners and reduces the risk of unauthorized access to your funds. Nexo products are only accessible after your identity has been verified.

The verification process is handled by our identity verification provider, Sumsub, and it typically does not take long to complete. For detailed, step-by-step instructions on how to verify your identity, please visit this article.

After your account is verified, you will be able to access all features available in your jurisdiction.

2. How does Nexo handle the information collected during KYC procedures

Nexo requires personal data only for KYC and AML checks and does not share this information with other third parties, including for advertising purposes.

As a SOC 2 and SOC 3 compliant entity, Nexo has stringent procedures in place to ensure the confidentiality of clients’ data.

3. I have not received the confirmation email to verify my email address

If you haven’t received your verification email, please check all your folders, especially the spam or junk mail sections.

If you still cannot locate the verification email, please follow the steps below:

1. Add [email protected] to your contacts or safelist the @nexo.com domain.

2. Click Resend email. Please keep in mind that you have six attempts to verify your email.

If you log out of your Nexo account before verifying your email address, you will need to verify it when you log back in.

If you are not receiving the confirmation email or have exceeded the maximum number of verification attempts, please reach out to Nexo’s Care team for assistance.

4. What should I do if I encounter an error while trying to verify my account

If you are having trouble verifying your account, please try the basic troubleshooting steps below.

• Sign out and sign in: Log out of your Nexo account and log back in.
  
• Clear browser cache and cookies: Try accessing your account in private or incognito mode.
• Disable browser add-ons: Turn off any add-ons, widgets, and ad-blockers that might interfere with website functionality.
• Use a different browser: Try accessing your account using a different web browser.
• Reinstall the app: If you’re using the Nexo app, uninstall and then reinstall it.
• Try a different device or network: Use an alternative device like a different phone, PC, or laptop, or connect to a different internet network.
• Switch to app or web platform: If you are using the app, try the web-based platform, or vice versa.

If the above steps do not resolve your issue, please contact Nexo’s Care team for assistance. Include all relevant details and screenshots that best illustrate the problem you are facing.

5. What happens if the ID document I used to verify expires

If the ID document used to verify your identity when creating your Nexo account has expired, the information Nexo has on record must be updated. To do that, please send an email to [email protected] that contains front and backside photos of an updated ID document. Note that scanned copies are not accepted.

Important: Please remember that access to some services, such as withdrawals and re-ordering a plastic Nexo Card, may be limited until the information on Nexo’s is updated.

6. Why was my identity or address verification rejected

We utilize an automated document verification system for identity and address verification.

If your document does not meet Nexo’s , the submission will be rejected automatically, and you will need to reattempt. Here is what you need to know about Nexo’s .

Identity verification

Identity documents submitted for Identity Verification can be rejected for the following reasons:

• The uploaded images are of poor quality. Ensure that your document is in focus and the details are not obstructed by glare, blur, or any camera defects.
• The front or back side of the identity document is missing. If the document is double-sided (for example, an ID card), you may need to upload both sides.
• The document is expired, damaged, or unreadable. Make sure to upload a valid (non-expired) ID in good condition with clearly visible details.
• You submitted a screenshot or a scanned copy of the original document. Per Nexo’s policies, only original documents are supported.
• The document is not supported. Make sure to use a document type from the ones presented on your screen during the Identity verification process.

Address verification

Proof of Address documents submitted for Address Verification can be rejected for the following reasons:

• Full name, address, or issuing date are missing. Make sure that these details appear on the document.
• The document is issued under someone else’s name. The Proof of Address document must contain your full name.
• The document is issued more than 3 or 6 months ago. You must provide a document issued within the last 3 or 6 months, depending on its type. For more information, you can refer to the list in this article.
• The document is damaged or unreadable. Make sure the document is in good condition, and the details are visible. Submit the document in its original format.
• The document is not supported. Check the list of supported Proof of Address documents before re-submitting.

Before reattempting Address Verification, make sure your document is supported, issued within the last 3 to 12 months (depending on its type), and contains the following details:

• Your first and last name
• Your full address
• Issuing authority details and logo

7. Can I change my personal information at a later stage

If your legal name has changed after opening your Nexo account and you want to update the details Nexo has on record, please send the following information to [email protected] so Nexo can update Nexo’s :

• Your full name as it appears on the updated ID document.
• Front and backside photos of the updated ID document.

Note that scanned copies are not accepted.

8. Can I change my residential address at a later stage

If your residential address has changed since opening your Nexo account, or if you have moved to another country, we must update the information Nexo has on record. This will ensure you have access to all available products and services Nexo provides in the specific jurisdiction.

To facilitate this change, please send the following information to [email protected] so Nexo can review your request:

• The full residential address you wish to have in your Nexo account.
• A Proof of Address document for the new address (see the requirements below).

The Proof of Address document must be a utility bill (water, gas, landline, mobile phone only when it is bundled with Internet services, etc.) that meets the following requirements:

• It has been issued within the last 3 months.
• It contains your full name.
• It contains your new residential address.
• It is an original PDF file or a photo of a physical document in its entirety (all four corner points are visible).