Additional verification
To protect your user account, we carry out additional KYC verification under certain conditions. This verification includes an extended ID check to ensure that no third parties gain access to your account or sensitive account information.
Step 1
When you log in to the creoline Customer Center, you will see the message "Verify your identity". Click on "Lose" to start the verification process.
Step 2
Select the correct country and then decide on the type of document you would like to use for verification. Please note that different document types are available depending on the country.
Documents authorized for Germany
- Driver's license
- Identity card
- Passport
- Residence permit
Step 3
In the next step, upload the selected document. The document will be checked automatically and in real time.
Step 4
Once the document has been checked, the last step is to take a selfie.
Step 5
As soon as the verification process has been successfully completed, you will receive unrestricted access to your creoline account. Please note that if no automatic decision can be made, a manual check will be carried out. The manual verification can take up to 3 working days. You will then receive an e-mail with the result.
Problems with verification?
If you are unable to successfully complete the additional verification, please contact our support team using the case ID.
Frequently asked questions
Why is additional verification required?
Your security and the protection of your personal data are our top priority. To ensure that your personal data is protected in the best possible way, we carry out additional KYC (Know Your Customer) verification under certain conditions to prevent fraud.
Where can I find the case ID?
The case ID is displayed at the bottom of the screen in each verification step. The case ID is also displayed in the e-mail for additional verification.
What information is required for verification?
The additional verification consists of providing the following documents.
- Official document (driver's license, passport, identity card or residence permit)
- Selfie video
My verification was completed with the result "Manual verification". How long does it take before my account can be used?
If the KYC check has been completed in this status, it can take up to 3 working days for a manual check to be completed.