KYC Troubleshooting

I am having trouble verifying my identity, what can I do?

Last updated: 09/02/21

If identity verification has not worked for you, please try the following.

Email us at with a copy of any two of the following documents: 

  • Australian Driver's Licence
  • Medicare Card
  • Australian Passport
  • Australian Visa (including foreign passport number and country of issue)
  • Australian Citizenship Certificate
  • Birth Certificate
  • Change of Name Certificate
  • Centrelink Card

If you don’t have two of the documents listed above, please send us two documents you do have, showing: your name and either your date of birth or your residential address (e.g., you could send another form of ID, utility bill or bank statement). We will do our best to confirm your identity.

If the above has not worked for you, please email us at and we will contact you to help.

Please note that your personal data will be stored in accordance with our Privacy Policy and you can always email with any questions.

The reason that we need to verify your identity is because it’s a requirement of Australia’s Anti-Money Laundering and Counter Terrorism Financing (AML/CTF) regulation.

The information in this website is prepared by ESC Operations Pty Ltd (ACN 635 424 538, AR 1283 677), who is an authorised representative of Cache Investment Management Pty Ltd (ACN 624 306 430 AFSL 514 360) (Cache). Any financial products described in this post will be issued by Melbourne Securities Corporation Limited (ACN160 326 545, AFSL 428 289), as disclosed in the relevant product disclosure statement. All information is general information only and does not take into account your personal circumstances, financial situation or needs. Before making a financial decision, you should read the relevant Product Disclosure Statement and Target Market Determination and consider whether the product is right for you and whether you should obtain advice from a professional financial adviser.