e-Devlet document issues
At the address step of the identity verification process, you are asked to upload a residence certificate obtained from e-Devlet (the Turkish e-Government portal). If you cannot find or upload the document, or the document is not accepted, the steps in this article help you resolve the issue.
What is required for the address document upload?
For address verification, a residence certificate obtained from e-Devlet and issued within the last 1 month is uploaded in PDF format. The description on the screen says: "To verify with your residence address, please upload a residence certificate obtained from e-Government and issued within the last 1 month. By uploading the residence certificate, you declare that you reside at the address stated on the document." The document must be registered in your own name.
How do I obtain the document from e-Devlet?
The Residence certificate section on the app screen lists the steps. To obtain the document:
- Log in to e-Devlet
- Open the Residence Certificate Inquiry page — the full name of the service on e-Devlet is Yerleşim Yeri ve Diğer Adres Belgesi Sorgulama
- Select the person the document will be issued for and click Continue
- For the Reason for issuance section, select Submission to Institution and type Paribu as the institution name
- Download the residence certificate in PDF format using the Download File button
Note: Each inquiry produces a new document with a current date; no extra fee or application is needed
How do I upload the document?
On the Verify your address screen in the app, the upload area says Upload your document here and below it there is the reminder "Upload your document in PDF format." After you select the file, tap the Verify address information button. If you get an error, you can upload a different file with Choose another file.
If the document was not accepted
The warning you see on the screen tells you the reason:
| What you see on the screen | What you should do |
|---|---|
| This file format is not supported. Please upload your document in PDF format | Upload the PDF file you downloaded from e-Devlet; a screenshot or a photo is not accepted |
| File size cannot exceed 10 MB | Upload the original PDF you downloaded from e-Devlet again |
| Barcode could not be read — "The barcode on the PDF is not clearly visible. Please download a fresh document from e-Government and upload it again" | Download a new document from e-Devlet; do not upload a low-resolution copy |
| Document is over 1 month old — "Please upload a document downloaded from e-Government within the last month" | Download a current document |
| Document could not be verified — "e-Government could not find this document" | Download the document from e-Devlet again and upload it |
| This document does not belong to you | The ID number on the document does not match your account; upload a document registered in your own name |
| This is not a residence certificate | You have uploaded a different e-Devlet document; use the residence certificate |
| Document not recognized | The document was not recognized as a valid e-Devlet document; download and upload it again |
The verification takes long or does not complete
The document you upload is verified instantly through e-Devlet. For this reason the duration and the success of the verification depend on the availability of e-Devlet at that moment.
If the verification times out, this does not mean your document was rejected. What you need to do is wait a while and try again:
- Try again after a while — if e-Devlet is busy or under maintenance, the verification does not complete
- If you are using a corporate network or a VPN, turn it off — connection restrictions can block the verification
- You do not need to download the document again — if your document was obtained within the last 1 month, you can try again with the same file
Note: A verification timeout is not a Paribu malfunction; it means e-Devlet could not be reached at that moment
The document is not visible on e-Devlet
If the residence certificate is not visible on e-Devlet, there may be an issue with your address record:
- The address record may not be current: If the address registered at the civil registry office has not been updated, the document cannot be produced; you need to apply to the civil registry office and update your address
- Refresh your e-Devlet session: Log out and log in again
- Try a different device or browser: Display issues can occur with e-Devlet services in some mobile browsers
Can you complete this step later?
If you are in the identity verification flow, the Verify later button is available on the screen and you can skip the address step. If the identity and liveness verification are complete, you can perform some operations; however, your transactions remain limited until the address verification is complete.
When address verification is required, you see the Verify your address direction on the app home screen: "You need to verify your address as per regulations."
What can I do if the issue persists?
If you still cannot upload the document despite applying the steps above, you can contact Paribu Support: 0850 303 60 00
Frequently asked questions
Where do I obtain the residence certificate?
You can obtain it from the Yerleşim Yeri ve Diğer Adres Belgesi Sorgulama service on e-Devlet. The document is produced digitally and downloaded in PDF format.
Do I need to obtain the document again every time?
It is enough for the document to have been obtained within the last 1 month. If this period has not passed, you can use the document you downloaded earlier.
Can I upload a screenshot?
No. Only the original PDF produced by e-Devlet is accepted; screenshot and photo uploads are rejected.
Can I upload a document issued in someone else's name?
No. The ID number on the document must match your account. Otherwise you get the This document does not belong to you warning.
The verification timed out, was my document rejected?
No. A timeout does not mean your document was rejected; it shows that e-Devlet could not be reached at that moment. You can try again with the same document after a while.
Related articles
- How do I verify my Paribu account? — KYC process and identity verification steps
- KYC could not be completed — Reasons identity verification is not completed
- My account is verified but I cannot transact — Transaction issues on a verified account
- Camera permission error — Camera and microphone permission issues
Author:
Paribu