Troubleshooting Vault Verification

Over the last few days, eligible users have been going through the identity verification process of the Axo Vault to be able to claim their AXO airdrop.

However, a few people have experienced issues passing through the identity verification checks. Two main types of documentation will be asked of you during the verification process — a proof of identity (PoI) and a proof of address (PoA).

This guide helps solve most PoI and PoA issues that users might encounter when supplying their documentation and proof of residence during the verification process.

Valid ID

Proof of identity is rather straightforward. It’s essentially any valid official government document with a picture of you and your biographical data (name, age, nationality, etc.). Here are some things to consider when supplying your ID:

  • Supply official government documents. Only documents issued by relevant authorities have validity. This does not include ID cards from work, the gym, the library, etc. The main accepted document types are government ID cards, passports, residence permits, and driver’s licenses.

  • Take a photo that shows all four corners of your identity document, not just the page with information. If you’re taking a picture of a passport, include the “empty” page beside the relevant information when you open it.

  • Make sure that the document is still valid and in good condition. The system will automatically reject documents that aren’t up to date or are damaged.

Most common issues when supplying PoA

Proof of address refers to any means of proving your address of residence. This is the section of the verification process that causes the most issues because there is such a broad range of options to choose from.

The most straightforward way to prove your current residence location is by allowing the Vault to access your geolocation. This option allows the system to process your IP address and other such markers to produce an estimate of where you are.

For reasons of data protection and privacy, the geolocation system tracks your approximate location and not your precise position. Because of this, it might identify an area nearby to you as your residence, such as the data transfer node of your internet service provider. The Vault will lock out the option to edit some location details on the page that follows, but you will need to fill out additional address details to support your residence verification. The Vault default positioning will be approximate, but the data you supply should be accurate and specific. 

No further geolocation data will be tracked beyond this step.

Alternatively, you can prove your residence by submitting documents (bank statements, utility bills, etc.). Assuming it’s up to date, the easiest document you can submit is your identity card if it displays your home address.

Excluding documents with an explicitly mentioned long expiration date, like government-issued identity cards, any supplied documents must be no older than 3 months. 

There are some key things to remember before you submit your proof of address:

  • You can use government-issued IDs as proof of address. If your valid identity documentation has your address listed on it, you can use it to prove your address. 

  • Unedited photos are preferred over digital reproductions or screenshots. If the system detects that an image submitted as a photo is, in reality, a screenshot, it will reject it. This is to minimize the chance of processing false information.

  • Take a photo of the whole document, not just the address. The verification provider needs to know all relevant information about the document, not just the address itself. As such, you must produce a photo showing the whole document page.

  • Do not change PDF files. If you are submitting a PDF file that was issued by a company, do not alter it in any way; even renaming the file before submitting it can cause problems. The system is looking for a file that has not been tampered with. 

Acceptable file formats

The main media files that are accepted for images are JPEG and PNG. In addition to that, the system can also process PDFs. The maximum file size is 50 Mb.

However, please note that the supplied files must not be edited from the point of creation. Any form of alteration, including name changes, cropping, or digital enhancement, will likely result in a failed verification.

What proof of address documentation is permitted

The easiest way to verify your proof of address is to supply a valid government-issued card with your address. If this isn’t possible, here is an incomplete list of valid documents that can be used to prove your address. (Remember that they can’t be older than three months):

  • Bank or credit card statement with the issue date and the person’s name (you can download and submit the most recent statement as a PDF).

  • Mobile phone bills.

  • Tax bill.

  • Mortgage statement.

  • Certificate of voter registration.

  • Correspondence with a government authority regarding the receipt of benefits such as a pension, unemployment benefits, housing benefits, and so on.

  • Home internet and TV bills.

  • Utility bill for gas, electricity, water, internet, etc., linked to the property.

  • A lease agreement that is current and has the signatures of the landlord and the tenant.

  • Rent bills issued by a real estate rental agency.


There is a wide range to choose from in order to supply identity/address verification documentation. Users must be aware that any supplied documentation must be provided in clear images that show the whole document, not just the relevant information.

After submitting these files and your live selfie, your identity verification will be completed, and you can claim your AXO airdrop allocation.

If you are still experiencing issues during user verification or claiming after this, please issue a support ticket on the Axo Discord.