Identity linked to another account: verification and ownership FAQ

1. It says my identity or face is linked to another account. What should I do?

This message means that your identity information may already be linked to another primary personal account. The one-account rule refers to one primary personal account under the same servicing entity using the same identity verification; it does not prohibit permitted sub-accounts. Institutional accounts and sub-accounts follow their own rules.

If you recognize the masked email address or phone number shown on the identity verification page, continue using the personal account that is already verified or undergoing verification. If you do not recognize it, use the identity-occupation review entry. Do not repeatedly resubmit the same identity documents.

2. The identity verification page shows a masked email or phone number I recognize. What should I do?

The masked contact information identifies an account that may already be linked to your identity verification. Please continue using the account that is already verified or undergoing verification instead of submitting the same identity information on another account. Questions about password reset or access to that account should follow the separate Account Access or Account Security process.

3. I closed or deleted my old account. Why can’t I complete identity verification on a new account?

Closing an account may not release its identity-verification association immediately. A cooling-off period may apply before you can register or verify another account. Follow the date shown on the page and retry only after that date. If the waiting period has already ended and the same message remains, use the identity-association review entry on the verification page.---

4. Can I merge two accounts or transfer my identity verification to another account?

Account merging and identity verification transfer are not standard self-service functions. Continue using the account already associated with your identity unless the page provides another approved option. Do not close, freeze, or move assets solely to bypass identity verification.

5. I used a relative’s or friend’s identity document for verification. What should I do?

Identity verification must be completed with the account holder’s own valid identity document and facial verification. Stop using the other person’s document and submit an identity-ownership correction review through the verification page. The account may remain restricted while ownership is reviewed. Do not ask the document owner to complete additional facial checks on your behalf.

6. I believe someone used my identity document or personal information to verify an account. What should I do?

Do not submit sensitive identity documents in ordinary chat. Contact customer support. You may be asked to complete a live facial check, provide a valid identity document, and explain why you believe the linked account is not yours. The case should be routed directly to the specialist identity-review team.

7. I am a twin and the system may have matched me with my twin. What should I do?

Contact customer support. State that you are a twin and follow the form instructions to complete a live facial check and provide your own valid identity document.