Verification & compliance

Keeal requires identity verification and, in some cases, tax forms so you can receive payouts and stay compliant. This page explains why we need it, what documents to provide, how long it takes, and what to do if something fails or is missing.

Why verification is required

• Payouts – You must be verified before we can send payouts to your bank (or other payout method).
• Regulation – We’re required to know who we’re paying and to prevent fraud and money laundering.
• Tax – For some regions and account types, we need tax forms (e.g. W‑8BEN for non‑US persons) so payouts and reporting are correct.

Until verification is complete, you may see alerts in the dashboard and payouts may be on hold.

Identity verification (step by step)

Identity verification is usually done during onboarding or from Settings → Verification (or Compliance / Identity).

1. Open the verification flow
   From the dashboard, click the verification or onboarding prompt, or go to Settings → Verification.

2. Choose document type
   You’ll be asked to provide a government-issued ID. Common options:

   • Passport
   • Driver’s license (or national ID)
   • National ID card (where accepted)

3. Upload or capture your ID

   • Photo upload: Take a clear photo of the front and back (if both sides have info). No glare, no cropping of edges.
   • Live capture: If the provider supports it, follow the on-screen instructions to capture the ID with your camera.

4. Selfie or liveness check
   In many cases you’ll be asked for a selfie or a short liveness check (e.g. turn your head or blink) so we can confirm the person in the ID is you.

5. Submit and wait
   After you submit, the provider reviews your documents. You’ll see a status in the dashboard: Pending, Verified, or Action needed (with a reason).

What documents are accepted

Tips:

• Use a valid document (not expired).
• Good lighting, no glare, no fingers covering text.
• Full document in frame—don’t crop edges.
• Readable text—no blur. If asked for both sides, upload both.

Accepted document types can vary by country. The verification flow will show the options available for your region.

Email and phone verification

• Email – We send a link or code to your email. Open the email (check spam and promotions), click the link or enter the code. Your email is then verified.
• Phone – In some cases we send an SMS or call with a code. Enter the code in the dashboard. Your phone is then verified.

If you don’t receive the email or SMS, check spam, add our domain/number to safe senders, and use Resend or Request new code in the dashboard if available.

How long verification takes

• Submitting – Usually a few minutes (upload ID, selfie, submit).
• Review – From a few minutes to a couple of business days, depending on:
  • Region and provider
  • Volume of requests
  • Whether we need extra documents

You’ll see Pending in the dashboard while it’s in review. When it’s done, status changes to Verified or Action needed (with next steps).

If verification is pending

• Normal – Verification often takes up to 1–2 business days. No action needed; wait for the status to update.
• Longer than 2 business days – Check the dashboard for any message or Action needed. If nothing appears, contact support from the dashboard (Help or Support) and mention your verification is still pending.

If verification failed or “Action needed”

You’ll see a reason in the dashboard (e.g. “Document expired,” “Image unclear,” “Details don’t match”).

What to do:

1. Read the reason – It tells you what was wrong.
2. Fix the issue:
   • Expired document – Use a valid, non-expired ID.
   • Unclear image – Resubmit with better lighting, no glare, full document in frame.
   • Details don’t match – Make sure the name and date of birth on the ID match your account profile. Update your profile if needed, then try again.
   • Wrong document type – Use one of the accepted types (e.g. passport or driver’s license) for your country.
3. Resubmit – Use Try again or Resubmit in the verification section and upload the corrected document.
4. Still failing? – Contact support from the dashboard. Tell them the reason shown and what you’ve already tried.

Document requests (extra documents)

We may ask for extra documents to verify your identity, for example:

• Proof of address (e.g. utility bill, bank statement)
• Additional ID (e.g. if the first document wasn’t sufficient)

What to do:

• Check the dashboard (e.g. Onboarding, Settings → Verification, or Documents) for the request and instructions.
• Upload the requested document in the format and size allowed (e.g. PDF or image, max size shown).
• If the request is unclear or you can’t provide a document, use Help or Support in the dashboard and describe your situation.

W‑8BEN (tax form for non‑US persons)

If you’re a non‑US person (e.g. not a US citizen or resident) and you receive US-source income through Keeal, we may need you to complete a W‑8BEN (or similar) form.

• What it is – A tax form that tells the platform your country of residence and tax status so we can report and withhold correctly.
• When – The dashboard will show an alert or a W‑8BEN / Tax forms section when it’s required.
• Where – Usually Settings → W‑8BEN or Settings → Tax forms.
• How – Fill in the form (name, address, country, tax ID if applicable) and submit. If something is unclear, contact support.

Important: Complete the form when prompted so your payouts and tax reporting are correct. Delays can affect payouts.

Compliance and your account

• Verification and tax forms must be up to date. If something is missing or expired, we’ll show an alert and may pause payouts until it’s fixed.
• Dashboard alerts – Click or open the alert to see what’s needed (e.g. “Verify identity,” “Complete W‑8BEN,” “Upload proof of address”).
• Support – If you’re unsure what to do, use Help or Support in the dashboard and describe your verification or tax question.

Related

• Onboarding – First-time setup and verification flow.
• Settings – Where to find verification and document sections.
• Payouts – Why verification is required for payouts.
• Profile & security – Updating name, email, and phone used in verification.