# Document failed **URL:** \ **Category:** FAQ\ **Created:** [May 3, 2024, 7:07am UTC](https://community.deriv.com/t/document-failed/86766 "2024-05-03T07:07:32Z")\ **Posts on this page:** 6\ **Page:** 1
**Author:** ![candies-airplot-2](https://avatars.discourse-cdn.com/v4/letter/c/b9bd4f/32.png) [@candies-airplot-2](https://community.deriv.com/u/candies-airplot-2)\ **Post date:** [May 3, 2024, 7:07am UTC](https://community.deriv.com/t/document-failed/86766/1 "2024-05-03T07:07:32Z")
Not happy with service from Deriv. 3rd time submitting a bank statement to verify my address, and they keep declining it, a bank statement thats clearly stating my name and address, so what is going on, really not happy. ---
**Author:** ![Sivapria\_deriv](https://sea2.discourse-cdn.com/flex020/user_avatar/community.deriv.com/sivapria_deriv/32/5512_2.png) [@Sivapria\_deriv](https://community.deriv.com/u/Sivapria_deriv)\ **Post date:** [May 7, 2024, 2:41am UTC](https://community.deriv.com/t/document-failed/86766/2 "2024-05-07T02:41:31Z")
Hi @candies-airplot-2 , we apologize for the inconvenience caused. Thank you for allowing us to investigate your feedback further. We’re pleased to inform you that the issue has been resolved in your favor. If you encounter any further problems, please don’t hesitate to contact us via LiveChat or WhatsApp. Thank you for your understanding! > **[Online trading with Deriv | Simple. Flexible. Reliable.](https://deriv.com/help-centre/)** > > Trading platforms designed with you in mind. ---
**Author:** ![chandam-adwoman-2](https://avatars.discourse-cdn.com/v4/letter/c/e19adc/32.png) [@chandam-adwoman-2](https://community.deriv.com/u/chandam-adwoman-2)\ **Post date:** [May 15, 2024, 8:55pm UTC](https://community.deriv.com/t/document-failed/86766/3 "2024-05-15T20:55:25Z")
I am having a similar problem. I have submitted my etr invoice as proof of address on payment of my utility bill internet service provided by Zuku but you keep rejecting,my names are on the document my address I had to reach ou to the company no ask them to provide a clear copy just make it easier but now i feel frustrated and sad. ---
**Author:** ![Paola](https://sea2.discourse-cdn.com/flex020/user_avatar/community.deriv.com/paola/32/5512_2.png) [@Paola](https://community.deriv.com/u/Paola)\ **Post date:** [May 21, 2024, 12:56pm UTC](https://community.deriv.com/t/document-failed/86766/4 "2024-05-21T12:56:34Z")
Dear @chandam-adwoman-2 , Thank you for joining the community! We regret to note this. However, we would need to check further on your issue. Therefore, kindly reach out to us via LiveChat, for better assistance and protection of your account’s data. We’ll work with you to resolve any issues as quickly as possible. > **[Online trading with Deriv | Simple. Flexible. Reliable.](https://deriv.com/help-centre/)** > > Trading platforms designed with you in mind. ---
**Author:** ![chaitya-agnuses-2](https://avatars.discourse-cdn.com/v4/letter/c/9de0a6/32.png) [@chaitya-agnuses-2](https://community.deriv.com/u/chaitya-agnuses-2)\ **Post date:** [August 10, 2024, 5:35am UTC](https://community.deriv.com/t/document-failed/86766/5 "2024-08-10T05:35:13Z")
Am having the same issues with them currently, did you manage to get the proof. ---
**Author:** ![calycli-abridge-2](https://avatars.discourse-cdn.com/v4/letter/c/96bed5/32.png) [@calycli-abridge-2](https://community.deriv.com/u/calycli-abridge-2)\ **Post date:** [June 1, 2025, 1:02pm UTC](https://community.deriv.com/t/document-failed/86766/6 "2025-06-01T13:02:09Z")
I am having the same problem they have rejected my bank statement from two different banks which clearly show the address. How did you get it sorted out? @Erika_deriv @Sivapria_deriv