Why am I being asked to verify again?

Article facts

What is reverification?

Reverification is an update or repeat of part of the identity, business or eligibility check previously completed for a Quppy service. It can involve confirming existing information, replacing an expired document or providing additional evidence.

The new check may be performed by Quppy, a payment provider or a crypto-service provider, depending on the service involved.

Why can I be asked to verify again?

Common reasons include:

• your identity document expired or will expire soon;
• your name, address, residence, nationality, phone number or tax information changed;
• information in the account does not match a document or transaction;
• you are activating a product provided by another legal entity;
• the applicable provider or terms changed;
• regulations or verification standards changed;
• a periodic customer review is due;
• the account has been inactive for a long period;
• you are recovering access or using a new device;
• transaction activity differs materially from the expected profile;
• a sanctions, PEP or fraud-control check requires updated information;
• a Business customer changed directors, authorised representatives, beneficial owners or ownership structure.

A reverification request is not a statement that the user has committed an offence.

What can I be asked to provide?

The request should explain what is needed. It can include:

• a new identity document;
• updated proof of address;
• confirmation of residence or tax residence;
• selfie or liveness check;
• explanation of a changed name;
• updated employment, occupation or business information;
• source-of-funds or source-of-wealth evidence;
• updated company registry and ownership documents;
• information related to a specific payment or crypto transfer.

Only provide information through the current in-app flow or an official Support/provider channel.

Why can a new service require a new check?

Quppy connects users with separate fiat and crypto services. A multicurrency IBAN, payment route and custodial crypto service can be provided under different agreements and regulatory frameworks.

A check already completed for one service may not contain all information required by another provider. For example, activating crypto transfers can require information about external wallets and the transfer parties that was not needed for a fiat-account feature.

What happens while reverification is pending?

Depending on the reason and legal requirement:

• the existing account may remain usable;
• only the new service may remain unavailable;
• selected transfers or withdrawals may be paused;
• limits may remain unchanged or restricted;
• the entire account may be temporarily limited where necessary.

The exact effect is shown in Quppy or communicated through the official review channel. Do not assume that an unavailable feature is a technical error.

How should I respond?

1. Open Quppy directly rather than following an unexpected message link.
2. Read which service and information the request concerns.
3. Check that the request comes from an official channel.
4. Submit a current, clear and complete document.
5. Explain any discrepancy or recent change.
6. Monitor the review status and respond to genuine follow-up requests.
7. Contact official Support if the request is unclear.

Do not create a second profile or submit conflicting information to bypass the review.

Why can the review take longer than the first verification?

Reverification can require comparison with existing records, review of a change in circumstances, provider coordination, assessment of transactions or updated legal checks. Additional time can also be needed when:

• documents are unclear or inconsistent;
• a company has a complex ownership structure;
• the user recently changed residence;
• the source of funds requires evidence;
• a transaction involves an external wallet or another service provider;
• the review involves sanctions, fraud or security concerns.

Quppy does not publish one guaranteed reverification time for every case.

How can I distinguish a genuine request from phishing?

A genuine review should not require you to:

• disclose your password, PIN or live 2FA code;
• share a private key or seed phrase;
• install remote-access software;
• transfer money or crypto to a “safe” account;
• pay a crypto unlocking or verification fee to an individual;
• send identity documents to an unverified social-media account.

Open the official Quppy app or Help Center independently and contact Support when in doubt.