If you've received a request to re-verify your CardUp account, as this is a normal part of our ongoing customer verification process.
CardUp periodically reviews and updates customer information to ensure that account details remain accurate and up to date.
This process is part of our regulatory and customer due diligence requirements.
Why do I need to re-verify my identity?
Customer Due Diligence (CDD) is a regulatory requirement under the Monetary Authority of Singapore (MAS) framework for the prevention of money laundering and countering the financing of terrorism.
Under the applicable MAS AML/CFT requirements, regulated payment service providers such as CardUp are required to properly identify and understand their customers and conduct ongoing reviews of customer information. This includes keeping customer information up to date throughout the customer relationship.
As part of this ongoing due diligence process, CardUp may therefore ask existing customers to re-verify their identity or update their account information, even if they have previously completed verification.
Re-verification helps us:
Keep your account information accurate and up to date
Protect your account and payments
Meet our regulatory and compliance obligations
Is re-verification mandatory?
Yes. If you receive a re-verification request, you are required to complete the process within the timeframe provided by CardUp.
If you do not complete the required re-KYC or KYB within the given timeframe, your CardUp account and payment services will be placed on hold until the required verification is completed and approved.
To avoid any disruption to your account or payments, we strongly recommend completing the verification as soon as possible.
How do I re-verify my CardUp account?
Step 1: Log in to CardUp
Log in to your CardUp account through the CardUp website.
Step 2: Select "GET VERIFIED"
Once logged in, look for the GET VERIFIED banner or button on your account.
Step 3: Complete the verification
Depending on your account and eligibility, you may be able to verify your identity using MyInfo via Singpass or by completing the verification process manually.
For Personal customers
Option 1: Verify using MyInfo via Singpass
If you are eligible to use MyInfo, you can verify your identity through Singpass.
Important: Update your MySingpass information first
Before starting or retrying your MyInfo verification, please make sure that your personal information in MySingpass is accurate and up to date.
CardUp retrieves your available information from MyInfo when you complete the verification process. If you have recently changed your personal information, you should update it in MySingpass first.
For example, if you have recently changed your:
Name
Residential address
Identification details
Nationality
Other personal information
Please ensure that the changes are reflected in MySingpass before you retry your CardUp verification. Once your MySingpass information has been updated:
Return to your CardUp account.
Select GET VERIFIED.
Start the MyInfo verification process again.
CardUp will retrieve the latest available information from MyInfo for your verification.
Please note:
Updating your information in MySingpass does not automatically update your CardUp account. You must complete the verification process again through CardUp so that we can retrieve and verify your latest information.
The MyInfo verification process typically takes around 1 minute.
Option 2: Verify manually
If you are unable to use MyInfo or if you're a non-Singpass holder, you can complete the verification process manually. The manual verification process typically takes around 5 minutes.
You may be asked to provide your personal information and supporting documents during the process.
Please ensure that the information you provide is accurate and matches your identification documents.
What if MyInfo verification doesn't work?
If you are unable to complete verification through MyInfo:
Check that your Singpass account is active.
Make sure your information in MySingpass is accurate and up to date.
If you recently changed your personal information, update it in MySingpass first.
Return to CardUp and restart the verification process.
If manual verification is available, you may use the manual verification option instead.
If you continue to experience an issue, please contact our Customer Experience team via chat widget option. When contacting us, include a screenshot of the error message where possible. This will help us investigate the issue more quickly.
For CardUp Business customers
Business customers may also be required to complete re-KYB (Know Your Business) as part of our ongoing customer due diligence requirements. The purpose of re-KYB is to ensure that CardUp has accurate and up-to-date information about your business, ownership structure and authorised representatives.
How do I verify my company details?
Log in to your CardUp account.
Go to Account Details.
Select the Your company tab.
Review and complete the required company information.
Upload the requested supporting documents.
Depending on your company structure, you may be asked to provide:
ACRA Business Profile
Proof of address, if your business address differs from the registered address in ACRA
Letter of Authorisation, if the person completing the verification is not a Director or Shareholder listed in the ACRA Business Profile
Ultimate Beneficial Ownership (UBO) chart, where applicable
Please ensure that all documents are current, clear and complete.
What if my company information has changed?
If your company information has changed, please ensure that the latest information is reflected in the relevant official records before completing the KYB process.
This may include changes to:
Registered business address
Directors
Shareholders
Ownership structure
Ultimate beneficial owners
Authorised representatives
Is my information secure?
CardUp takes the security and privacy of your information seriously. Your information is collected and processed for purposes including customer verification, account security and regulatory compliance.
For more information about how CardUp handles your personal data, please refer to our Privacy Policy.
How do I know the verification request is legitimate?
Only complete your verification through your CardUp account and the official CardUp verification flow. CardUp will never ask you to share your password, Singpass password, OTP or authentication codes with our Customer Experience team.
If you are unsure about a verification request, contact CardUp through our official support channels before providing any information.
I still can't complete my verification. What should I do?
If you have tried the steps above and still cannot complete verification, contact our Customer Experience team. To help us investigate your issue efficiently, please provide:
The email address registered to your CardUp account
A description of the issue
A screenshot of any error message
The verification step where you encountered the issue
Please do not send your password, Singpass password, OTP or authentication codes. Our team will review the issue and advise you on the next steps.