General questions
1. What is this verification process about?
To meet updated National Bank of Belgium (NBB) requirements and Belgian Anti-Money Laundering rules, Sendwave needs to collect and verify your Place of Birth and an up-to-date selfie if you’re sending from the EU.
Even if you’ve verified your identity with us before, we may need some additional information from you now.
2. Why do I need to verify my Place of Birth now?
We’re required to have verified Place of Birth information on file.
If your current ID doesn’t clearly show your city and country of birth, or if you previously used a document that’s no longer accepted for this check, you’ll need to upload another accepted document that does.
3. Which customers are affected?
This applies to some Sendwave customers sending from the EU who need to provide a verified place of birth, an up-to-date selfie, or a different identity document.
If you need to complete the check, we’ll let you know directly.
4. When does this requirement take effect?
We’ll contact you before September 28, 2026 if you need to complete the check.
From September 28, you won’t be able to send money until your identity has been successfully verified.
5. How will customers be notified?
If you need to complete the check, we may contact you by email, push notification, in-app message or SMS.
You may also receive a phone call from our team offering to help you through the process.
6. What happens on September 28 if a customer has not completed verification?
You won’t be able to send new transfers until your identity has been successfully verified.
Your account and funds remain safe. Once you’ve completed the required steps and your identity has been verified, you’ll be able to send again.
Documents
7. What types of ID are accepted for verification?
You’ll need a valid, accepted document that clearly shows your city and country of birth.
Accepted documents can include:
A passport that shows your place of birth
Certain EU-issued National Identity Cards
A Residence Permit
A Birth Certificate, if requested as an additional document
Driver’s Licenses aren’t accepted for this identity check.
8. What if a customer previously onboarded with a Driver's License?
If you previously verified your identity with a Driver’s License, you’ll need to complete the check again using another accepted document that clearly shows your place of birth.
This could include an accepted passport, EU National ID or Residence Permit.
Driver’s Licenses aren’t accepted for this verification.
9. What if a customer’s primary ID does not show Place of Birth?
If your document doesn’t clearly show your city and country of birth, the app may ask you to try another document.
Follow the instructions in the app and upload another accepted document that clearly shows this information.
10. How long does the verification process take?
The steps in the app usually don’t take long to complete.
Most checks are completed automatically. If your documents need additional review, it may take up to 24 hours.
11. What happens if a customer's document is rejected?
If your document is rejected, check that:
Your place of birth is clearly visible
The image isn’t blurry
The document is well lit
There’s no glare covering any information
You’re using an accepted document
If the same document is rejected again, try another accepted ID if you have one.
If you’re still unable to complete the check, contact Customer Care for help with the next steps.