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I can’t move to the next step after ID
I can’t move to the next step after ID

How to complete your check if you can't get past the ID stage

Antonella Sarubbi avatar
Written by Antonella Sarubbi
Updated over a week ago

If you keep pressing continue after completing ID and nothing happens you can still complete your check with these alternatives.

If you are selling:

Step 1.

Close the app (even from recent apps) and reopen it.

Step 2.

Tap on personal details

Step 3.

  • Enter your email

  • Enter your address

Once you have completed all these sections. You will need to contact the team via email at [email protected] or via the app live chat with the following information.

Email to: [email protected]

Subject line: 'Kindly submit my check'

  1. phone number registered to the checkboard:

  2. name and DOB:

  3. supporting document for proof of address: Utility bill, Bank Statements, Payslips, Other (to be reviewed)

  4. reference: got stuck after completing ID

ℹ️ Make sure you have completed the ID section in-app, this will allow us to run the security checks and ultimately amend your account.

If you are buying or gifting:

Step 1.

Close the app (even from recent apps) and reopen it.

Step 2.

Tap on personal details

Step 3.

  • Make sure email is entered

  • Complete your address

  • Complete the savings section

Once you have completed all these sections. You will need to contact the team via email at [email protected] or via the app live chat with the following information.

Email to: [email protected]

Subject line: 'Kindly submit my check'

  1. phone number registered to the checkboard:

  2. name and DOB:

  3. reference: got stuck after completing ID

♦️ If you were unable to complete the funds' section because you do not have open banking, please add the following information to the email.

  1. the amount directed to the property purchase:

  2. source of these funds: Property Sale, Gift, Inheritance, Other, ISA, Premium Bonds, Remortgage, Business Funds, Mortgage, Sale Of Asset, Co-buyer Funds, Divorce Settlement

  3. supporting documents as evidence of these funds:

ℹ️ Make sure you have completed the ID section in-app, this will allow us to run the security checks and ultimately amend your account.

If you are renting or a guarantor:

Step 1.

Close the app (even from recent apps) and reopen it.

Step 2.

Tap on personal details

Step 3.

  • Make sure email is entered

  • Complete your address

  • Complete your employment status

  • Complete the regular income section

Once you have completed all these sections. You will need to contact the team via email at [email protected] or via the app live chat with the following information.

Email to: [email protected]

Subject line: 'Kindly submit my check'

  1. phone number registered to the checkboard:

  2. name and DOB:

  3. reference: got stuck after completing ID

♦️ If you were unable to complete the income section because you do not have open banking, please add the following information to the email.

  1. yearly gross income

  2. supporting documents as evidence: Last 3 months' payslips, SA302 form, Signed employment contract

ℹ️ Make sure you have completed the ID section in-app, this will allow us to run the security checks and ultimately amend your account.

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