Even after your Wallet is approved, our banking partner may occasionally need updated information or documents to keep your account active. These requests are usually sent as a routine check email. To find out what to do, see I’ve received a routine check email. What do I do next?
Why we may ask for more details
Regulatory requirements: As a regulated financial institution, our banking partner must periodically update customer information to comply with banking laws.
Document standards: If a submitted document is unclear, expired, or doesn't meet specific banking criteria, we may ask for a better-quality scan or an alternative document.
Account activity and security: To protect your account, unusual activity is monitored. If your transaction patterns change, we may ask for more details to keep your funds secure.
Things to know
To speed things up, make sure any documents you send are valid, in colour, and clearly show all four corners of the page.
Security & Privacy
We work closely with our banking partner to keep your data protected. All documents are handled securely to meet strict financial privacy standards.
Need further assistance?
If you have questions or need help, the Carwow Wallet team is available via your preferred channel:
Webform: Submit a support request
Phone: 020 4586 4000 (Select Option 3)
Email: wallet@carwow.co.uk