I am having strange issues when entering data in the ‘Verify your Identity’ screen

Entering data on your computer sometimes suffers from internet browser issues, luckily these can be easily resolved.

It may happen that you experience strange issues with entering data in the ‘Verify your Identity’ screen. This may be caused by different factors. Please try the following steps to resolve the issues that you may be experiencing:

  1. Refresh your screen:
    1. Windows and Linux browsers: CTRL + R
    2. Apple Safari: SHIFT Reload toolbar button
    3. Chrome and Firefox for MacCMD + SHIFT R
  2. Clear browser cache: 
    1. Google Chrome
    2. Safari
    3. Mozilla Firefox
    4. Internet Explorer
    5. Microsoft Edge
  3. Turn off ‘auto-fill’ in your browser
  4. Some fields are linked, for example the ‘Country’ field in the address is linked to the ‘Countries of Residence’ that you have entered. 

If none of these solutions work for you, please contact Support.

Previous Common issues that can happen during Video Identification
Next I can not select a ‘Country’ in the address field in the ‘ Verify your Identity’ screen
Table of Contents