At Metal Pay, keeping accounts secure and meeting our legal and regulatory obligations are important parts of providing our services. In some circumstances, we may ask you to provide additional information or documents to verify your identity, account information, or activity.
We understand that receiving a request for documents such as a proof of address or bank statement can raise questions—especially if you have already completed identity verification. This article explains why we may need to request additional information.
Why am I being asked for additional documents?
Identity verification is not always a one-time process. Depending on how you use Metal Pay, the information associated with your account, or activity that requires additional verification, we may need more information to complete our review.
These requests help us:
Verify that a bank account or payment method belongs to you.
Protect customers and the platform from fraud and unauthorized activity.
Meet our legal and regulatory requirements.
The documents requested will depend on what information needs to be verified. Not every customer will be asked for the same documents.
Why does Metal Pay need proof of address?
We may request proof of address when we need to confirm your current residential address.
Depending on the circumstances, acceptable documentation may include a recent utility bill, bank statement, government-issued correspondence, or another document showing your name and current address.
The document must meet the requirements provided with your request.
Why might Metal Pay ask for a bank statement?
A bank statement may be requested when we need additional information relating to a linked bank account, payment, deposit, withdrawal, or other account activity.
For example, it may help us verify account ownership or information associated with a transaction. The request is a part of the compliance processes associated with providing Metal Pay services.
Why might you ask for other information?
In some cases, the documents initially provided may not contain enough information to complete a review. We may therefore ask for additional documentation or clarification.
Depending on the circumstances, this could include information or documents relating to your identity, address, payment method, source of funds, or particular account activity.
We will request information based on what is needed for the review and will provide instructions about what you need to submit.
Do I have to provide the requested documents?
You can choose whether to provide the requested information. However, if we are unable to obtain information necessary to complete required verification or compliance checks, we may be unable to provide or continue providing certain Metal Pay services or process certain activity.
Your information
We recognize that financial and identity documents contain sensitive information. Only submit documents through the official method specified in your Metal Pay request.
Before submitting information, make sure you are communicating through an official Metal Pay channel. Never provide passwords, PINs, authentication codes, or other credentials that have not been specifically and legitimately requested through an authorized process.
Still have questions?
If you receive a request for additional information and are unsure what to provide, please contact the Metal Client Services team through an official support channel. Our team can help clarify the document requirements and the appropriate way to submit them.
Please do not send sensitive documents through unofficial channels or to anyone claiming to represent Metal Pay outside our authorized support and verification processes.
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