Identity verification: when we ask and how to complete it

We screen accounts against sanctions lists, and we may ask you to verify your identity, and sometimes your organisation or your intended use. When we need an identity check, the dashboard shows a Verify identity button in the top bar. The rules are published on our verification page.

When we may ask

• Before we enable a product or accept a payment. A deposit or an order can stop with "Identity verification required"; nothing has been charged at that point.
• Before we pay a refund.
• When an automated check holds an order or a payment.
• Before you automate an account on a cryptocurrency or trading platform, which needs a written note from us first.

Completing it

1. Click Verify identity in the top bar, or open the account menu, choose My account and go to the Identity tab.
2. Click Start verification. The check opens inside the page. If it says "Verification could not be started", try again a little later.
3. Have a photo identity document ready. You are asked for a photo of it and a picture of yourself. The images go to our verification provider, not to us.
4. Watch the status on the same tab. In review means the documents arrived and nothing more is needed from you. Verified means you are done. Right after you submit, the tab can show the earlier status for a moment until the result arrives.

If the status shows Not finished or Expired, click Try again. If it shows Declined, the decision is final, and deposits and orders cannot go through; write to support@proxyhive.io if you believe it is wrong.

While it is open

Until a verification we asked for shows Verified, deposits, new orders, reactivations of expired proxies, bandwidth top-ups and Auto-buy renewals are refused, including while it shows In review. Finish the check before an IP is due to renew, or it will not renew.

Who we cannot serve

People and organisations under sanctions administered by the United States, the European Union, the United Kingdom or the United Nations, anyone in a comprehensively sanctioned country or region, and anyone under 18. One person or organisation may not hold several accounts to get around a limit or a suspension.

If an automated check got it wrong

No account is closed on an automated check alone. Ask for a person to review it at support@proxyhive.io. Until verification is complete we may restrict the service, and an account that cannot be verified may be declined or closed.