Frequently Asked Questions

Clear answers to the questions we receive most often

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Identity Verification
  • I’m trying to complete identity verification, but I get a message saying the document is already registered in another account.

    The message is correct. Your document is already linked to another SelfPay Now account.
    Please log in to that account in order to use our services.

  • What type of document can I use to complete the identity verification process?

    The identity verification process can be completed using:

    • A Romanian identity card, including the electronic version – Electronic ID card
      or
    • A permanent residence permit (long-term residence card for non-EU citizens or permanent residence card for EU/EEA citizens)

    At the moment, no other documents are accepted. Thank you for your understanding!

  • Why is my identity verification being rejected?

    Please check that the following conditions are met:

    • The uploaded document is accepted (Romanian identity card, including the electronic version, or permanent residence permit);
    • The document is valid and not expired;
    • Taking a photo of the document from a screen is not accepted;
    • Do not photograph a photo of the document;
    • Place the document on a flat surface (do not hold it in your hand) and avoid having other objects in the frame;
    • The video recording must capture only your face, within the indicated oval;
    • Your face must be clearly visible: no mask, hat, or glasses.

    Following these steps helps ensure fast identity validation. Thank you!

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