No different than signing up for any financial account, in order to buy and sell cryptocurrency, US financial regulations require Heaps to collect information to verify your identity. This information is used to open a trust account at Prime Trust, our custodial partner. Prime Trust is a licensed and regulated Trust company located in the United States.
In most cases, verification takes less than 30 seconds to complete after uploading your Photo ID and selfie during onboarding. In some cases, Prime Trust will require additional review to complete verification. This can be caused by a blurry ID photo or error in your address or date of birth.
When additional review is required, a Heaps team member will reach out with next steps. We aim to reply to all tickets within 1 business day, Monday - Friday, 8am - 5pm CT. All tickets will be processed in the order they were received. We appreciate your patience!
The best way to make sure that verification goes quickly is to read and follow the guidelines included in the verification process and to take clear photos of your ID. The photo of your ID must be taken in clear indirect light (such as window light) on a flat surface, and be completely legible. You'll also need to make sure that the address and name you provide matches exactly to the ID you uploaded.