Important: If the document you sent for verification has been rejected, you will receive an email with the reason for rejection. This email will usually have the subject “Ticket#XXXXX” and you can respond to it to get in contact with the Hyperwallet verification team. A document can be rejected if it's incomplete, quality isn't good enough, or the information doesn't match with your Hyperwallet profile. If you require additional assistance, feel free to submit a ticket here.

Should you have your Hyperwallet account with a pending verification, your payments will be held until you complete the verification process. This is a common process with services like Hyperwallet or PayPal. The main reason for this is security. On the Internet, anyone can use your information, and Hyperwallet, at some point, must verify that you are the person you say you are. The verification process allows Hyperwallet to know that they're sending the money to the right person.

How do I know if I need to verify my account?

When your account is subject to verification, you will receive an email in the email address you used for your Hyperwallet account (usually your PayPal one) about the verification.

You may also receive an email informing you that your payment has not been processed. In this case, your account could be subject to verification.

In order to receive your money from Streamloots, make sure to go to your Hyperwallet account, and check if you have the following warning. If so, your account requires verification. 

How do I verify my account?

You can start the verification process by clicking on Verify Now (check screenshot above) which allows you to upload documents for proof of identity and address.

Some tips before verifying the account:

• The address in the Hyperwallet account (Configuration > Profile) must be identical to the one in the document sent as proof of address.
  • You can update the Hyperwallet address to match the provided proof of address.
• The document must be of good quality. That's why the minimum size for the documents is 400 KB.
• We recommend uploading PDF files. These files usually have better quality and readability.
• If you use a phone to take a picture, make sure it's done as shown below:

What types of documents are valid for proof of identity?

• National Identity Document (ID).
• Passport
• Driver's License

Keep in mind that you must upload the front and back parts. It's also very important to use a non-expired document or picture with good quality and unblurred content.

The information required in this document is:

• Full name
• Birthdate

The information must match the details in the verification page.

What types of documents are valid for proof of address?

• Census certificate 
• Utility bills (e.g., Internet, phone, water, electricity, etc.)
• Tax documents
• Payroll
• School/University registration documents
• Credit card or bank statement: No need to show amounts as long as your name, address, and date are shown. Important: An statement is not a picture of your credit card.

You can select your preferred document type from a list once you're ready to submit your proof of address. Make sure to select the option that fits best. E.g. Select an official government letter if you use want to submit a census certificate.

This document must be readable and of good quality. Also, keep in mind the most common causes for getting this document rejected:

• Uploading blurred documents or with not enough quality to check the information
• Uploading incomplete or crop documents where some important information is missing
• Uploading documents that don't meet the conditions or are from not valid sources

The information required in this document is:

• Full name
• Full address
• Document date (can be maximum 1 year old)

The information must match the details in the verification page.

 If the document gets rejected, you can reply to Hyperwallet's email and their team will help you out.