Why am I being asked for additional information to access specific Onboard features, despite being verified?

This is completely normal. Onboard uses a progressive verification model — some features require additional steps beyond your initial identity verification.

Features that may require extra information:

• Flex card
• USD named account
• GBP named account
• EUR named account

What you might be asked for:

• Photo ID verification — if your initial verification wasn't completed with a photo ID (like a passport, driver's license or National ID card), you'll be prompted to upgrade. This takes less than 5 minutes.
• Proof of income — some users may need to verify their income source before accessing global accounts (USD, GBP, EUR).
• Additional account details — like your occupation or how you plan to use the account.

This doesn't mean anything is wrong with your account — it's a standard compliance step that helps keep your account secure.

You'll be guided through exactly what's needed when you try to access the feature.

Updated on: 22/04/2026