If your proof of address was rejected, it is possible that the submitted document does not meet one or more of the requirements needed to complete verification.
Most common reasons for rejection
Your proof of address may be rejected if:
- The document is more than 3 months old.
- Your full name is not visible or does not match the information registered in your account.
- The address is not clearly shown or is incomplete.
- The issue date is not visible.
- The image is blurry, cropped, or low quality.
- The document is damaged or part of the information cannot be read.
- A document was submitted that is not accepted as proof of address.
Important: Bank statements from Banco Pichincha cannot be used as proof of address, as the address shown on these documents does not allow verification of the account holder’s residential address.
What documents are accepted?
You can submit any of the following documents issued within the last 3 months:
- Utility bill (water, electricity, gas, internet).
- Bank statement (Banco Guayaquil, Banco del Pacífico…).
- Proof of residence declaration.
- Registered Establishment Certificate.
Important: You may cover financial information on the document as long as your full name, address, and issue date remain clearly visible.
To learn more about verification requirements and accepted documents, please refer to our Help Center article: What documents are required to verify my account?
Before resubmitting your document
Make sure the document clearly shows:
- Your full name.
- Your address.
- The issue date.
Also ensure that:
- The image is complete and easy to read.
- The document is in good condition.
- The file is a high-quality photo or digital scan.
What happens after you submit a new document?
Once you resubmit a proof of address that meets the requirements, our team will review the information and complete the verification process as soon as possible.