Once you have signed up and logged in to your Lucy profile, you’ll have to verify your identity to make any transactions from your accounts or pocket savers. It’s how we keep your money safe and comply with regulations. 

To verify your profile manually, follow the steps below:

We expect this to take less than 10 minutes and we’ll send you a notification when your profile is successfully verified.

Why do I need to take a selfie and record a video to sign up?

You'll be asked to take a selfie and record a video to complete the sign-up procedures. It is part of our verification process as an anti-corruption and fraud prevention measure.  
The selfie and video recording must meet these requirements:
  • It should be recorded in a clear and well-lit space

  • The photo must match the photo ID document

  • Only show your face in the photo and video

  • Do not wear sunglasses while taking the selfie or recording the video

  • Look straight into the camera

  • Keep a neutral expression

What should I do if I am unable to verify my profile?

If you’re unable to submit any of the required ID documents, you won't be able to verify your Lucy profile until you do.
If you did submit an ID, but it failed the verification process for some reason, you can reach out to our customer service here and we'll get right on it. We're here to help!

Do you have more questions?