[Hong Kong] How do I verify my identity to Withdraw my balance?

If you have transactions in your pending balance that you wish to Withdraw, you will need to complete the Identity Verification and add a Withdrawal method (in the form of a bank account). The verification process may take 1-3 business days. 

This is a one-time process required upon completion of your first order and you will not be prompted to do so for subsequent Withdrawals once your identity has been verified and withdrawal method added. 

*Individuals must be at least 18 years old to be able to submit details for the Stripe verification process. 

Why do I have to verify my identity to Withdraw my balance?

This is a requirement by Stripe, our payment processing partner, to collect, verify, and maintain identity information on the individuals associated with a Stripe account. 

These requirements come from regulators and financial partners, and are intended to promote transparency and prevent individuals from using complex company structures to hide terrorist financing, money laundering, tax evasion, and other financial crimes. In particular, these requirements include those contained under the Corruption, Drug Trafficking and Other Serious Crimes (Confiscation of Benefits) Act, Terrorism (Suppression of Financing) Act, and sanction regulations.

As a Carousell user utilizing on-platform payments, you must also adhere to Stripe's requirements to receive payments for your transactions on the platform.

What information is collected by Stripe to verify?

The following information may be collected by Stripe in the verification process:

• Full name as appears on Government issued ID
• Email address
• Date of birth
• Home address
• Phone number
• Identity card number(HKID)
• A scan of an ID document

The verification process is done entirely on Stripe’s platform and once you have successfully completed the verification, you will have agreed to Stripe’s Terms of Service for data collection. Do note that Carousell does not retain or store any of your personal data that you have submitted to Stripe. 

Here are the steps to Verify your identity

1. Go to your “Me” page and tap on the “Balance” icon to access your “Update withdrawal details”  page

2. Tap on “Withdraw” and you will be prompted to Verify your identity and add in your Withdrawal method.

3. Tap on “Verify your Identity”. You will be redirected to Stripe’s KYC Verification page.

4. The verification processed by Stripe may take 1-3 business days. Once Verified, you may add your bank account details as your Withdrawal method. The bank account will be where money in your Balance is transferred to.

5. You may check in on your Verification status via your Balance > Withdrawal details page. Successful verification will be updated with a Verified by Stripe badge. For unsuccessful verification, please reach out to us via Contact Support. You may be required to further submit incomplete details and documents.

I have attempted the verification flow, however I am still unable to Withdraw my Balance. What should I do?

Your verification attempt may not be successfully accepted due to the following reasons; 

• Your ID provided has expired.
• The information on your ID does not match the details you have keyed in; for example omitting any alias name that you may have stated in your ID. The name must be EXACTLY what is shown in your ID.
• Your ID is redacted, altered, or damaged
• You have uploaded a photocopied or scanned ID. The ID must be an actual photo.
• Your image uploaded is not in .png or . jpg format

If you are having issues with uploading your ID, you may refer to Stripe’s help page.

In the event that you have tried all troubleshooting methods as above yet your Verification status has not been updated, please reach out to us via Contact Support.