Why has my application for Emma Save or Invest failed?

Please check your emails including junk or spam folders for an email from kyc-operations@emma-app.com

If your application has failed, this is usually due to an issue with the ID or proof of address document you provided.

Please check your email inbox, including your junk or spam folder, for a message from our KYC team with the subject line starting "Action Required". The team will explain why your document was rejected and what you need to do to resolve it.

The most common reasons a document is rejected are:

Document type issues:

The document type provided is not one we can accept
The ID document is expired, or the address document is dated more than 3 months ago
You did not include photos of both the front and back of your ID (applies to driving licences and UK Biometric Residence Permits)

Photo quality issues:

The photo is too dark or blurry to read your details
The full document is not visible, all four corners must be clearly shown
The photo is a scan, screenshot, or photograph taken of another screen

Personal details issues:

You are under 18 years old
The name on your document does not match your Emma account details
The address on your document does not match your Emma account details

Please click here for more information regarding the KYC process and accepted documents.

You can review your account details in Emma by going to the Feed tab, tapping your profile in the top left, and selecting Personal Details.

Updated on: 28/04/2026

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