What if I can't complete online verification?

The biometric flow won't suit everyone — your camera might not co-operate, you might not have a smartphone handy, or you might simply prefer to send your documents in. We support two alternatives.

1. Offline document upload

From the Identity tab in your profile, choose "Choose a different method" and pick the offline option. You'll be asked to upload:

• Your ID document — front
• Your ID document — back
• A proof of address (utility bill, bank statement, council notice, or similar showing your current residential address)

Each file must be a clear photo or scan, under 5 MB, in JPEG, PNG, or PDF format. Our compliance team reviews offline submissions within 1–3 business days and emails you once it's approved.

2. Existing customer verification

If you've sent money with Kangaroo Service before (under our previous product), we can verify you against your existing record instantly. Choose "Existing customer" on the verification screen and provide any one of:

• Details of a previous transaction (reference number + amount + destination country),
• An ID type and number we already have on file, or
• (Australia only) the BSB and account number of your Kangaroo Service Automatcher.

If any of those details match your existing record, your account is verified on the spot.

Still stuck?

If neither path works for you, contact our support team — we'll talk you through what we need and help you finish verification manually.