During the support process, we may require photo identification to verify we're speaking to the real account holder. We accept most government-issued photo IDs.


Not Accepted

  • Birth certificate or adoption certificate (only for people under age 18)
  • Government-issued driver's license (Learner's Permit accepted if it has a picture printed on it)
  • Government-issued photo identification card
  • Passport
  • Health card with photo (Canada, Australia, New Zealand)
  • Voter registration card with photo (Mexico)

The following types of ID are not accepted (this list is not comprehensive):

  • School-issued photo identification card
  • Gym membership identification card
  • Library card
  • Military photo identification card

When submitting a photo ID, we do not require a crisp detailed image, however the image should be recognizable. First/last name, address, date of birth, name of the government’s body which issued the ID shall be clearly visible. The other information shall be physically covered.

Note: Digitally modified ID’s will not be accepted, only IDs covered physically (with a piece of paper, the hand, etc.) will be accepted.

Other Documents

When submitting other documentation, only show the information relevant to your issue, such as first/last name, address, date of birth, etc. Please make sure the issuing body/company is also visible. The other information shall be physically covered.

For example, if you are submitting a utility bill as proof of address, please ensure that the first/last name, address, and issuing company are visible and other information has been covered.

Why we need ID

Hackers often use personal details to gain access to your account. We require government-issued ID to make sure we’re talking to the legitimate account holder before we make certain changes. 

Examples of these changes include authenticator removals, and other contacts where you aren’t logged in.

We’ll never use your ID for anything other than verifying account ownership. We delete the copy you send us once the ticket is resolved.

How to send ID

When you submit a ticket, click the Choose File button or Attach a file link to upload your picture.