Questions and Answers

Sign Up Problems

  • I receive a message the User name already exists. What can I do? >>

    In the event of trying to create an account and you receive a message that the Username already exists, check the following:

    1. Another client may have created an account with that Username. In that case, try entering a different name.
    2. You may have already created an account and cannot remember the correct password when trying to login. See here for information on restoring passwords.

Login Problems

Security Policy & Identity confirmation

  • What type of documents should I send? >>

    You may be requested to send some or all of the following documents:

    1. A copy of a photo ID: You may send either a copy of your Passport, Driver’s License or National ID card. Please ensure that all details, including your name, photograph and signature are visible on the document.
    2. A copy of your credit card(s): A copy of the front and back of the credit card you use as a payment method. You should block the middle eight numbers on the front of the card, and the 3 digit security code on the back of the card copy.
    3. Proof of address: This may be a utility bill or a credit card statement. It should be a recent document, showing your full name at the address registered on your account. If you provide a credit card statement make sure you blank out the middle eight numbers of the credit card number.