Hello Emilie Yutkin, The account department wants you to verify your identity - to do that you need to login to your account. There is a button on the sidebar ‘ID Verification’ click it and fill out the details to verify. I know it’s stressful, but for the protection of all of our customers (and to comply with information security laws) please kindly verify your ID. After ID verification we can continue process your application. If any of those steps are unclear, let me know, and I’m happy to explain further. Thank you for your understanding. Customer Support