Why did Crossmint ask me to verify my identity, and does it have to match the card?
Last updated: September 21, 2026
Crossmint sometimes asks you to verify your identity before a card purchase of tokens or stablecoins is completed. This is a legal requirement for payment companies and a protection against stolen cards. Here is what to expect.
When we ask for verification
Most purchases need no verification. You may be asked for it by regulation or by the app you are buying in, or when a payment looks unusual for the card. The check is run by our verification partner, Persona, inside the checkout: you take a photo of a government ID and a selfie.
The verification must match the cardholder
The name on the ID must match the name on the card used to pay. If a different person verifies (a partner, parent or friend whose card you used), we cannot complete the purchase and the payment is not captured. If you paid with someone else's card with their permission, ask them to complete the verification, or pay with your own card.
Tips for a successful submission
- Use a valid, unexpired government ID (passport, national ID card or driving licence) and photograph the whole document, no cut-off edges or glare.
- Take the selfie in good light, facing the camera, without hats, sunglasses or filters.
- Stay on a stable connection and keep the checkout open until you see the result. Verification usually completes in a few minutes.
- If the check fails, you can retry from the same checkout. If it keeps failing, contact us.
What happens to my payment while I verify?
Your bank may already show the amount as pending. If verification succeeds, the payment completes and your tokens are delivered to your wallet inside the app. If it fails or you abandon it, nothing is captured and the pending amount is a hold.
Please allow up to 10 business days for your bank to remove a pending hold. A hold for a payment that did not complete is released by your bank, on its own schedule. Crossmint cannot remove it, cancel it or speed it up: there is no captured payment on our side to refund. If it is still there after 10 business days, contact your bank; if your bank needs it, we can confirm in writing that nothing was captured.
Your data
Documents are collected and stored by Persona on Crossmint's behalf and used only to verify your identity, as required by anti-money-laundering rules. See Is Crossmint GDPR-compliant? for how we handle personal data.
Contact us
Submit a support ticket here. Please send everything you have in your first message: a screenshot of every charge with the exact date, time, amount, currency and statement description; the last 4 digits of the card and whether it is stored in Apple Pay or Google Pay; the app or website where you bought and the account you used there; your Crossmint receipt email(s) with the order ID; and what happened, in your own words. An incomplete report means we have to write back and ask, which delays your case by days.
Please never send your full card number, security code, passwords, one-time codes, private keys or recovery phrase.