> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.bitcoinwell.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Understanding Bitcoin Well Account Verification

Identity verification unlocks the payment methods, features, and limits available to a fully verified Bitcoin Well account in Canada.

|| Bitcoin Well is registered as a money services business with FINTRAC and must verify customer identity when required by Canadian law and its compliance program.

## Start verification

1. Sign in to Bitcoin Well.
2. Open **Account**, then select **Profile**.
3. Under **Verification level**, select the verification prompt shown for your account.
4. Confirm your email, phone number, occupation, and any other required account information.
5. Complete the identity check with the verification provider.

![Open Account and select Profile to find your account and verification settings](https://storage.crisp.chat/users/helpdesk/website/-/4/2/3/b/423bb8bf04277800/account-menu_o6qwsr.png)

## What you need

Use an accepted, valid government-issued photo ID, such as a driver's licence or provincial photo ID. Complete any document or selfie checks shown in the secure verification flow.

||| Complete verification through the secure flow opened from your Bitcoin Well account. Do not email or upload identity documents unless verified Bitcoin Well support directs you to an approved secure method.

| Have your ID ready before you begin and follow each on-screen prompt in one session when possible.

## Take a clear document photo

* Show all four corners of the document.
* Use even lighting and avoid glare.
* Make sure the image is sharp and readable.
* Do not cover information with a finger or crop the document.

## How long verification takes

Most automated checks finish within a few minutes. A submission can take longer when the document cannot be read or a manual review is required. Some manual reviews require you to answer additional compliance questions and complete a 15-minute video call before verification can continue. Follow the instructions sent to you to avoid delays.

## Why a compliance video call may be required

As part of a compliance review, Bitcoin Well may require a short 15-minute video call before verification can be completed. The call helps confirm that you are making the purchase independently, understand how you will maintain control of your bitcoin, and are the only person with access to your wallet's private keys or recovery phrase.

If requested, book a suitable time with the compliance team at https://cal.com/team/bitcoin-well/compliance-call.

## If verification is pending or declined

1. Check that the document is valid, supported, and not expired.
2. Retake any blurry, cropped, dark, or reflective image.
3. Confirm that your account details match the document.
4. Follow any retry instructions shown in the verification flow.
5. Answer any additional compliance questions and complete a video call if requested.
6. Contact Bitcoin Well support if the status does not change or you cannot continue.

|| A Lite account can still use the Canadian features and limits shown in the portal without completing full verification. Availability varies by product, so rely on the options displayed in your account.