What to Do If Your Proof of Address Is Rejected During Bank Account Onboarding

Opening a bank or fintech account in the UK or EU involves passing Know Your Customer (KYC) checks—including submitting a valid proof of address (PoA). But what happens if your proof is rejected? Whether you're an individual, freelancer, or a business representative, an invalid document can delay or prevent account approval.

Why Was Your Proof of Address Rejected?

Financial institutions are required by law to verify your identity and address to prevent fraud and comply with AML (Anti-Money Laundering) regulations. If your document doesn't meet certain criteria, it will be rejected.

Common reasons for rejection:

• Outdated document (older than 3 months)

• Mismatch between your registered name and the document

• Low-quality scan or photo (blurry, cropped, or hard to read)

• Unsupported format (e.g., screenshot or edited PDF)

• Incorrect document type (e.g., mobile bill instead of utility bill)

• Non-English language (not translated if required)

• Temporary address or virtual address not accepted

Accepted Documents for UK/EU Proof of Address

Each provider may have slightly different requirements, but these are commonly accepted across both UK and EU jurisdictions:

✅ Standard Accepted Documents:

• Utility bill (electricity, water, gas – not mobile)

• Bank or credit card statement

• Council tax bill (UK only)

• Tax return or government-issued letter

• Mortgage statement or tenancy agreement

• Insurance document with address

• HMRC letter (UK) or local tax office letter (EU)

• Official university letter or student enrollment confirmation (for students)

Documents must be dated within the last 90 days, clearly show your full name and address, and be issued by an official entity.

How to Resolve a Rejected Proof of Address

If your document has been rejected, don't panic—follow these steps:

1. 📨 Check the Rejection Message

Most banks or platforms will provide a reason. Read it carefully and verify what part of the document didn’t meet the criteria.

2. 🔍 Review Your Document Format

• Ensure it’s in PDF or high-quality image format

• Scan all 4 corners—avoid cropping or editing

• Don’t use screenshots or photos of screens

3. 🧾 Double Check the Details

• Name and address must exactly match the name on your ID and application

• Ensure your address is spelled correctly and written in full

• If it’s a shared address, include proof of residency (e.g., tenancy agreement)

4. 🗓️ Submit a More Recent Document

Older than 90 days = instant rejection. Always send a recent version.

5. 🌍 Provide a Translation (if applicable)

If your proof of address is in a non-English/EU official language, submit a certified translation along with the original.

What If You Don’t Have a Standard Proof of Address?

Many new residents, expats, digital nomads, and students face this problem. If you don’t have traditional PoA documents:

🛠️ Alternative Solutions:

• Bank letter from your current financial institution confirming your address

• Letter from employer or landlord (on official letterhead)

• Student housing agreement (for university students)

• Government registration letter (e.g., from city hall)

• Use your national ID (some countries include address)

Some digital banks (like N26 or Wise) have more flexible onboarding requirements and may accept alternative PoA. If you would like to get an up to date list of digital banks that are more flexible regarding proof of address and other onboarding requirements, fill out our contact form with your details and we will send it to you by email.

Rejected Twice? Here's What to Do

If your proof of address has been rejected more than once:

• 📧 Contact customer support: Request exact formatting guidelines and acceptable documents

• 🧑‍⚖️ Ask if they accept alternatives: Some banks may allow utility contracts, lease agreements, or even employer letters

• 🔄 Try a different provider: Not all financial institutions have the same policies—look for more PoA-friendly banks or fintechs. You can read more on how to choose a payment service provider here.

UK vs EU Differences (Quick Overview)

Requirement	UK	EU
Council tax accepted	✅	❌
National ID with address	❌ (usually)	✅ (many countries)
Language requirement	English	Official local language
Online-only banks leniency	Medium	High

🧠 Use a Digital Address Service

If you’re a business or remote worker, you might benefit from a professional address service that provides physical mail handling and official PoA documentation (make sure it's accepted by your provider).

Conclusion

Getting your proof of address rejected during UK or EU onboarding is frustrating, but it's usually fixable with the right documentation. Double-check the date, format, and clarity of your submission. If you're struggling, explore alternative documents, contact support, or consider a fintech with more flexible requirements.