Identity verification is a federally required step before any new account can be activated. Most account holders clear it in minutes; some are asked for additional documentation. This article walks through what happens during the step and what to do if it doesn't clear automatically.

Federal regulations require financial institutions to verify the identity of every account holder before activating an account. The process — sometimes called Know Your Customer (KYC) — protects you, Retired.com, and the broader financial system from fraud, identity theft, and money laundering. It is not a credit check, and it does not affect your credit score.

Identity verification happens after you submit the online application and before the custodial agreement is signed. See "Step-by-step: How to open an account" for the full opening flow.

You will be prompted to:

For most account holders, the entire step takes a few minutes and clears automatically. You'll see a confirmation in the application, and you can proceed to the custodial agreement.

If the automated check doesn't clear, you'll be asked to provide one or more additional documents. The most common reasons:

Typical additional documents:

The Service Team can clarify what's needed and accept the additional documents through a secure upload channel.

A few things worth being clear about:

Once identity verification clears, you proceed to the custodial agreement signature, and the account becomes ready for funding. You won't need to repeat verification for future activity on the same account — though some specific events (very large transfers, changes to high-risk account features, address changes after a long period) may trigger additional confirmation later.

If you open a second account at Retired.com later, the identity verification you already completed typically carries over, though some confirmation steps may still apply.

Identity verification protects the account at opening. Once the account is open, ongoing protection sits with the security settings you maintain — strong unique password, two-factor authentication, and awareness of phishing attempts. See "How to secure your account (2FA, strong passwords)" for the account-security setup we recommend.

What if the photo of my ID is rejected?
Most rejections are about image quality — glare, blur, cropped corners, or a low-resolution photo. Retake the photo in good lighting against a plain background, hold the ID flat, and make sure all four corners are visible. If the photo is good and the verification still doesn't clear, contact the Service Team.

Why are you asking for a selfie?
The selfie (sometimes called a "liveness check") confirms that the person submitting the application is the same person whose photo appears on the ID. It's an automated check, not a manual review, and the image is used only to match against the ID photo.

Can I complete identity verification by phone or mail?
The default flow is online, which is fastest. For account holders who can't complete the online process — for example, due to accessibility constraints — alternative paths are available through the Service Team. Contact them to discuss options before starting the application.

How long does additional verification take if my automated check doesn't clear?
Manual verification typically completes within one to two business days after Retired.com receives the additional document. Contact the Service Team for status if the wait exceeds two business days.

My identity check failed and I think there's an error in my records — what do I do?
Contact the Service Team. They can flag the issue with the verification service and, in some cases, accept additional documentation that confirms the correct information. If the failure is due to an error in a third-party database (incorrect address on file, wrong name spelling), correcting the underlying record is sometimes necessary — the Service Team can advise on the best path.

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