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Verify your identity

  • Updated

You’ll be asked to verify your identity when you apply for a Neo product. 

Verifying your identity involves providing an image of your photo ID and taking a real-time video of yourself.

How do we verify your identity?

When you apply for a Neo product, you may be asked to take a photo of your ID and a real-time video of yourself. The video of yourself is compared to the photo in your ID to make sure it’s you.

Your photos or videos will be managed in accordance to Neo’s privacy policy and will be stored for 30 days. 

Steps to verify your identity 

You can verify your identity on the Neo app or through a verification link received to your email.

You may need to enable your camera when asked to take any required photos or videos for your application.

Neo app

  • Log in to the Neo app
  • Read and accept terms and conditions to continue
  • Select the Issuing country for your photo ID
  • Choose the document type you want to submit 
  • Tap Take photo to take a photo of your ID and Upload 
  • Tap Start Recording to take a video of yourself and Upload

If requested through email 

  • Tap on Verify your identity in the email
  • Select Start Verification
  • Read and accept terms and conditions to continue
  • Select Issuing country  for your photo ID
  • Choose the document type you want to submit 
  • Tap Take photo to take a photo of your ID and Upload 
  • Tap Start Recording to take a video of yourself and Upload

Make sure you have good lighting to avoid re-takes. You may be asked to re-take a photo or video if it’s unclear.

Acceptable types of photo ID

To apply for Neo’s products, you may need to submit a picture of your photo ID.

The photos you submit of your ID must have been taken during the application‌ process.

Accepted forms of photo ID

  • Provincial driver’s licence
  • Provincial identification card
  • Canadian passport
  • International passport
  • Canadian permanent resident card
  • British Columbia Services Card
  • Quebec Health Insurance Card
  • Canadian Certificate of Indian Status

We do not accept the following forms of ID:

  • Canadian identification without a photo
  • Identification that has been photocopied, scanned, or photographed at a previous date

If your photo ID is expired, you may be requested to provide a different ID. It’s better to ensure that your ID is up-to-date before you apply.

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