# Proof of Address keep Failing **URL:** \ **Category:** FAQ\ **Created:** [January 24, 2023, 4:49pm UTC](https://community.deriv.com/t/proof-of-address-keep-failing/44714 "2023-01-24T16:49:06Z")\ **Posts on this page:** 12\ **Page:** 1
**Author:** ![ashkoko-aerotow-2](https://avatars.discourse-cdn.com/v4/letter/a/9d8465/32.png) [@ashkoko-aerotow-2](https://community.deriv.com/u/ashkoko-aerotow-2)\ **Post date:** [January 24, 2023, 4:49pm UTC](https://community.deriv.com/t/proof-of-address-keep-failing/44714/1 "2023-01-24T16:49:06Z")
Problem with proof of address! My proof of address keep failing even though I attached required document (Bill) with address details. On the Bill are the same details as on my Deriv account. And the Bills is 1 month old. How do I resolve this? Live Chat is a robot with no options for my particular problem. ---
**Author:** ![Farahin\_derivadmin](https://sea2.discourse-cdn.com/flex020/user_avatar/community.deriv.com/farahin_derivadmin/32/5512_2.png) [@Farahin\_derivadmin](https://community.deriv.com/u/Farahin_derivadmin)\ **Post date:** [January 25, 2023, 10:07am UTC](https://community.deriv.com/t/proof-of-address-keep-failing/44714/2 "2023-01-25T10:07:02Z")
Dear @ashkoko-aerotow-2, We regret to note this. Our Customer Support is available 24/7, 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/contact_us/?_ga=2.106390916.642037255.1658038153-229419718.1657601894)** > > Trading platforms designed with you in mind. ---
**Author:** ![ashkoko-aerotow-2](https://avatars.discourse-cdn.com/v4/letter/a/9d8465/32.png) [@ashkoko-aerotow-2](https://community.deriv.com/u/ashkoko-aerotow-2)\ **Post date:** [January 26, 2023, 4:32pm UTC](https://community.deriv.com/t/proof-of-address-keep-failing/44714/3 "2023-01-26T16:32:58Z")
When I try to do livechat, the chatbot talks to me, which does not help me resolve my problem. How do I speak to an actual support person(human) via livechat? ---
**Author:** ![Farahin\_derivadmin](https://sea2.discourse-cdn.com/flex020/user_avatar/community.deriv.com/farahin_derivadmin/32/5512_2.png) [@Farahin\_derivadmin](https://community.deriv.com/u/Farahin_derivadmin)\ **Post date:** [January 27, 2023, 7:48am UTC](https://community.deriv.com/t/proof-of-address-keep-failing/44714/4 "2023-01-27T07:48:47Z")
Hi, @ashkoko-aerotow-2. We regret to note that. That might be due to there being no available agent at that moment. We would recommend that you try at on later time for your chat to be transferred to a live agent to assist with your issue accordingly. Thank you. ---
**Author:** ![audient-adamine-2](https://avatars.discourse-cdn.com/v4/letter/a/74df32/32.png) [@audient-adamine-2](https://community.deriv.com/u/audient-adamine-2)\ **Post date:** [October 21, 2023, 11:00pm UTC](https://community.deriv.com/t/proof-of-address-keep-failing/44714/5 "2023-10-21T23:00:03Z")
Am also having this same problem. My proof address verification has failed but the deriv website doesn’t allow me to submit a new proof of address to verify and my account is restricted. ---
**Author:** ![cedrela-agrippa-2](https://sea2.discourse-cdn.com/flex020/user_avatar/community.deriv.com/cedrela-agrippa-2/32/5953_2.png) [@cedrela-agrippa-2](https://community.deriv.com/u/cedrela-agrippa-2)\ **Post date:** [October 31, 2023, 6:18am UTC](https://community.deriv.com/t/proof-of-address-keep-failing/44714/6 "2023-10-31T06:18:13Z")
> [@Proof of Address keep Failing](https://community.deriv.com/t/proof-of-address-keep-failing/44714): > > Problem with proof of address! My proof of address keep failing even though I attached required document (Bill) with address details. On the Bill are the same details as on my Deriv account. And the Bills is 1 month old. How do I resolve this? Live Chat is a robot with no options for my particular problem. ---
**Author:** ![clastic-agonies-2](https://avatars.discourse-cdn.com/v4/letter/c/eada6e/32.png) [@clastic-agonies-2](https://community.deriv.com/u/clastic-agonies-2)\ **Post date:** [February 17, 2024, 3:09am UTC](https://community.deriv.com/t/proof-of-address-keep-failing/44714/7 "2024-02-17T03:09:46Z")
Problema con el comprobante de domicilio! Mi comprobante de domicilio sigue fallando a pesar de que adjunté el documento requerido (factura) con los detalles de la dirección. En la factura aparecen los mismos detalles que en mi cuenta Deriv. Y los Bills tienen 1 mes. ¿Cómo resuelvo esto? porfavo Ayudanme O DERIV NOS ESTAFO ---
**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:** [February 18, 2024, 7:18am UTC](https://community.deriv.com/t/proof-of-address-keep-failing/44714/8 "2024-02-18T07:18:39Z")
Hola @clastic-agonies-2, ¡gracias por unirte a nuestra comunidad! Lamentamos saber que tiene un problema con la autenticación de su cuenta. Puede consultar el artículo siguiente para conocer los documentos aceptables para autenticar su cuenta: > [@Documents required to fully authenticate your account](https://community.deriv.com/t/documents-required-to-fully-authenticate-your-account/27411): > > We will require our clients to authenticate their accounts. To do that, you need to provide us a proof of identity, a selfie, and proof of address. So, what are the types of documents we can accept? 1. Proof of identity types: National Identity Driver’s License Passport Government health card Electoral card / Voter’s card (e.g. for Nigeria clients) Student card (recognized university) Take note that proof of identity must have the following requirements: Showing your photo Not expired Sh… Esperamos que lo anterior aclare. Si tiene alguna pregunta, visite nuestro Centro de ayuda o contáctenos a través del chat en vivo y WhatsApp. > **[Online trading with Deriv | Simple. Flexible. Reliable.](https://deriv.com/help-centre/)** > > Trading platforms designed with you in mind. ---
**Author:** ![bordman-ageusia-2](https://avatars.discourse-cdn.com/v4/letter/b/e19adc/32.png) [@bordman-ageusia-2](https://community.deriv.com/u/bordman-ageusia-2)\ **Post date:** [January 17, 2025, 8:23am UTC](https://community.deriv.com/t/proof-of-address-keep-failing/44714/9 "2025-01-17T08:23:31Z")
My proof of address was verified and did deposit there after then after two days my cashier blocked and i was emailed that they have decided to permanently disable my account. Now my funds are in mt5. What will i do? Will my funds get post or i will get back ---
**Author:** ![Farahin\_derivadmin](https://sea2.discourse-cdn.com/flex020/user_avatar/community.deriv.com/farahin_derivadmin/32/5512_2.png) [@Farahin\_derivadmin](https://community.deriv.com/u/Farahin_derivadmin)\ **Post date:** [January 20, 2025, 7:24am UTC](https://community.deriv.com/t/proof-of-address-keep-failing/44714/10 "2025-01-20T07:24:56Z")
Hi @bordman-ageusia-2 Thank you for reaching out to us and we’re sorry for any inconvenience experienced. Upon further checking your account, we noticed the respective team has responded to you via email with Ticket ID: D9UU6G. We recommend you refer to the email sent to you for more clarification. We hope the above information is helpful. Thank you ---
**Author:** ![bordman-ageusia-2](https://avatars.discourse-cdn.com/v4/letter/b/e19adc/32.png) [@bordman-ageusia-2](https://community.deriv.com/u/bordman-ageusia-2)\ **Post date:** [January 20, 2025, 9:43am UTC](https://community.deriv.com/t/proof-of-address-keep-failing/44714/11 "2025-01-20T09:43:57Z")
Imagine my account was authenticated yesterday then surprisingly this morning it has been disabled again and it is the second time and i gone through alot of frustration on this issue. Kindly enable my cashier so that i withdraw my deposit. This issue can give me depression ---
**Author:** ![catalos-abashed-4](https://avatars.discourse-cdn.com/v4/letter/c/c68b51/32.png) [@catalos-abashed-4](https://community.deriv.com/u/catalos-abashed-4)\ **Post date:** [January 22, 2025, 1:06pm UTC](https://community.deriv.com/t/proof-of-address-keep-failing/44714/12 "2025-01-22T13:06:49Z")
I have the same issue. It is very frustrating to not get any solution to resolve this. I am not able to get in touch with the support team as well. The chatbot is useless.