Verification

We ask our customers to verify themselves to help prevent fraud and theft. The verification process we use contributes to greater security measures like KYC (Know Your Customer) and AML (Anti Money Laundering). These processes are integral measures to help prevent all our customers from falling victim to scams. Get to know more about what identity verification is in our article.

Please note: Always make sure to order one of our products for yourself or someone you know personally. Never use it as payment to a third party. Always use a traceable payment method for transactions on the internet.

Any documents provided are for the verification process only and are never used for anything else. Feel free to check out our privacy policy for more information.

Unfortunately, we need to check a lot of orders to prevent fraud. Checking for fraudulent actions is necessary to know that people are not misusing our website. We work very hard only to allow legitimate transactions to take place. So, when your order is flagged, it is just our way of checking to see if the transaction is legitimate. We know that genuine users with buyers' intent are sometimes asked to complete these steps. We regret that this is the case; however, this is a crucial step to ensure the overall safety of our site.

Our official verification partner, Sumsub, may ask you to provide documents to complete your order. These documents are only used to verify the payment account used for your purchase. The type of documents needed depend on your payment method and the verification process.

You may be asked to provide:

• A valid ID, such as a passport, driver’s licence or identity card.

• A recent bank statement showing the charged amount as proof of payment.

• A PDF of the relevant phone bill or invoice, issued within the last three months, with your name and phone number clearly visible.

Please upload the requested documents securely through Sumsub. Do not send documents directly to dundle. Only send documents to dundle support if our support team specifically asks you to do so.

Note: These documents are strictly confidential. Dundle does not store them and Sumsub never shares these documents with third parties. We are GDPR compliant. For more information on how we handle your personal data, please read our privacy policy.

Our trusted verification partner, Sumsub can sometimes decline documents.

The most common issues are:

• The document uploaded is a picture of a picture, or it was modified differently.

• Some/all edges of the document aren’t visible.

• Document is too far away from the camera.

• The selected document type doesn’t match the uploaded document (you must first specify which type of card you want to verify — ID, passport or driving license).

• The image just shows the user and not an ID document.

• The photo of the document is too blurry.

• Document is expired.

Please, take a look at the uploaded photo and try again.

You only have 60 minutes to verify with Sumsub when you complete your order. Please make sure you have your documents ready before finalizing your order.

If you missed the time slot to verify yourself, your payment information and email address will be blocked from ordering for 2 hours, and your payment will be automatically refunded/canceled.

Please wait 2 hours before you try to order again. You will be asked to verify yourself again within 15 minutes after attempting the following order.

Please note: dundle will only ask for verification once if you keep using the same email address and payment account. A new verification will be required when one of these changes.

If you are still having trouble verifying with Sumsub, or cannot reach the page, please contact us and we will gladly help you find a solution.

We may ask you to send us the verification documents via mail. Our security department will then check these documents. Your order will be delivered once this check has been completed. For us to accept your document, please make sure that:

- Your document(s) is valid (official, not expired).

- You send a photo of your document(s) (scans are not accepted).

- The document(s) belong to the account holder of the payment method used to place the order.

- Your phone bill or invoice is in official PDF format from the phone provider. It clearly shows your phone number used to make the purchase. Please also make sure the name of the account holder as listed on this invoice, matches the name on the provided ID document.

Should your documents be declined, don’t worry! We will always provide a reason. You also get the chance to submit the correct(ed) documents.

Sometimes people tell us that they do not have the documents we require. Whatever the reason, we recommend contacting our customer support team to see if a fitting solution can be found.

You can always contact our support team for a fitting solution if you do not wish to share any personal documents.

In the event that you want to withdraw your payment, be advised that we cannot refund money via every payment method. For some payment methods, you have the choice to withdraw your payment, but please note: This cannot be done with every payment method. We’re sorry for the inconvenience.