Any questions? We can answer some of the major issues here

What do I need to do in order to verify my account?

You will need to complete an identity verification using one of the following methods: Sofort or IDnow. To complete the verification, you simply need to log into your account and follow the instructions you see on the screen, selecting one of the verification methods. We encourage you to complete your verification through the recommended method (which will be on top of the list you see when you log in).


Why do I see different options to verify?

There are different methods available to verify your identity in order to offer the best option for each of our customers. You only need to complete the verification through one method, not all of them. The recommended method for you will be shown on top of the list when you log into your account.


Why can’t I send documents like before to verify my account?

Due to the new requirements in place, it's no longer possible to verify your identity by sending in a copy of your documents. You can only complete the verification of your identity via one of the verification methods Sofort or IDnow.


What can I do if I fail the verification process?

As there are multiple verification methods provided, you can either re-try the previous method (after reviewing the details submitted to ensure that they match against your personal details) or try any of the other verification methods provided. Any of the methods can be used to verify your account, and you only have to complete the verification through one of the methods.


What happens if I fail all options?

If you have tried to verify your account using all the available options and you haven't been able to successfully complete the verification, please check that the details you have registered on your account are correct. All your personal details, first name, last name, date of birth and address, must match the details on your ID document. If the details don't match, the verification can't be completed.


What happens if I don’t verify my account?

If you don’t complete the account verification within 72 hours, your account will be suspended, meaning you will no longer be able to deposit or use your account and you will be unable to withdraw. You will however still have the option to log in and complete the verification through one of the verification methods presented to you.


What information do you need to verify my account?

Your first name, last name, date of birth and address on your ID document need to match the details registered on your bpremium account. If all the details match, your account will be successfully verified.


Why do you need my bank account details?

Your bank account details are only needed if you verify your identity through Sofort method as you are redirected to the Sofort banking page, where you will need to log in with your bank account details and PIN number.