If you are experiencing issues when opening your account online as a new customer, please try the following troubleshooting tips:
- Check the information that has been scanned carefully to ensure all your details are correct and exactly match your document before submitting.
- Make sure that your identity document is clear & readable – not too close or too far away. Some documents are very faded or have marks obstructing the information.
- Make sure that your identity document, its data and your photo is not obstructed in any way.
- When taking your selfie, remember to remove any headwear such as earphones, hats or sunglasses.
- Be aware of lighting affecting the photo quality. You can try using a different location or background to improve image quality.
- You can try using a different identity document.
Please call us on 1300 228 228 if you require further support.