Why do I need to complete an identity check?
As part of registering for eMates, you’ll need to complete an identity check. The check uses your photo ID, a selfie and proof of your current residential address to confirm your identity.
What do I need to complete my identity check?
Before you start, please have the following ready:
- A valid photo ID, such as a passport or driving licence or other accepted government-issued photo ID.
- A document showing your name and current residential address, such as a utility bill, bank statement or council tax letter.
- A phone, tablet or computer with a camera so you can take a selfie.
Make sure the name and residential address on your eMates account match the details on your documents. You can change your name or address before your identity check has been approved.
What are the stages of the identity check?
There are three main parts:
Your name and photo ID → Your selfie → Your proof of address
The system will use these details to confirm your identity.
Does the name on my eMates account need to match my ID?
Yes. Your name must be entered exactly as it appears on your photo ID.
Do not include titles such as Mr, Mrs, Miss or Ms. If your name is incorrect, update it before continuing with your identity check.
What photo ID can I use?
Passport, Driving Licence or other accepted government-issued photo ID is a valid photo ID.
When providing your ID, make sure the whole document is visible, in focus and the details can be clearly read.
What if I don’t have photo ID?
If you don’t currently have suitable photo ID, you’ll need to obtain an accepted form of photo identification before you can complete your identity check.
One option you may wish to consider is a CitizenCard, which you can apply for online at www.citizencard.com.
Important: Make sure the name on your eMates account matches the name shown on your photo ID exactly.
Can I upload a photo of my ID instead of taking a new photo?
Yes. When providing your photo ID, you can choose either Take photo or Use a photo I already have.
If you take a photo using your device, you may need to give your browser permission to access your camera.
What should I do if my photo ID isn't accepted?
Check that your ID is clearly visible, in focus and easy to read. Also make sure the name on your eMates account is entered exactly as it appears on your photo ID.
If the system cannot verify your identity, it will display a message explaining what needs to be corrected and you can try again.
How do I take my selfie?
Select Take selfie and position your whole face inside the oval shown on screen. The oval will turn green when your face is in the correct position.
Look directly at the camera and, when you're ready, take your selfie and hold still for approximately five seconds.
You'll be able to review your image before submitting it and retake it if necessary.
Why isn't my face being detected?
If you see “No clear face detected. Please try again”, make sure:
Your whole face is inside the oval, you're looking directly at the camera, and you're in good lighting.
Then try taking your selfie again.
What happens if my selfie doesn't match my photo ID?
The system automatically compares your selfie with the photograph on your photo ID.
If they can't be matched, you'll be asked to try again. Make sure your face is clearly visible and you're looking directly at the camera before retaking your selfie.
What can I use as proof of address?
Your proof of address must show your name and current residential address, and these details must match the information on your eMates account.
Examples given in the guide include:
- Utility bill
- Bank statement
- Council tax letter
What if the address shown on eMates is wrong?
Don't continue with the address check using the incorrect address.
Select No – change my address and update your account details before continuing. Your proof of address must match the residential address shown on your eMates account.
Can I upload my proof of address?
Yes. You can either take a photo of your proof-of-address document or upload an existing file from your device.
Make sure you've selected the correct document before uploading it.
What happens when I've completed all the checks?
The system will automatically check your documents and compare the information with the details on your eMates account.
If all your details match and the checks are successful, you'll see confirmation that your identity verification is complete and you can continue to your eMates account.
How many times can I try the identity check?
You have up to 5 attempts to successfully complete the identity check.
If you reach the 5 attempt limit, you can either wait 24 hours before trying the automatic identity check again or ask the eMates Support Team to manually review your documents.
How do I ask the Support Team to review my identity check?
If you've reached the retry limit and want the Support Team to review your documents, make sure you've provided the requested information, including proof of address if requested.
Select Request Support review. You can add additional information for the Support Team in the comments box if you wish, then select Submit request.
How long does a manual identity review take?
The eMates Support Team will normally respond within 1–3 working days.
They may approve your identity check, ask you to provide replacement documents or contact you for more information.
How will I know if my manual identity check has been approved?
You'll be notified at your registered email address when the manual review has been completed.
If your identity has been successfully verified, you'll be able to continue using your eMates account.
