If you can't find what you're looking for in our FAQs - please do reach out to us! felix's Australian based team are here to chat every day - 9am-6pm Sydney time, and can be reached in heaps of places for your convenience:

- Chat to us in the felix app (this is the best way to reach us if you're already a customer!)

- Chat to us on the felix website

- Message us on WhatsApp

- Chat to us on Facebook Messenger

- Shoot us an email to support@felixmobile.com.au

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The felix team are proudly located in Australia.

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The Fair Use Policy refers to a handful of scenarios defined as 'unreasonable use' (section 6) or 'unacceptable use' (section 7) for a personal mobile service. For example, you're free to hotspot to your personal devices from your mobile phone.  However, your felix SIM can't be used in a device that's not on the approved devices list (for example, a modem or dongle) or to hotspot to other people's devices.

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There are a few important things you can do to protect your data below.

Use multi-factor authentication
We use this for all complex customer service transactions. Multi-factor authentication adds additional layers of security measures (such as one-time passcodes) to verify your identity. We recommend this where possible for all online sites you use.

Be skeptical of calls, emails and SMS
Make sure any call, email or SMS you receive is legitimate before you click links or provide personal information. If in doubt, don’t respond.

Report suspicious activity
Identify and report suspicious activity with felix directly to us or for other suspicious activity, report it directly to scamwatch.gov.au

Use a range of strong and different passwords
It’s a good idea to use different passwords for different sites in case that password becomes compromised. Use a strong, unique password for each website and account. Password manager apps can help you securely store and track your passwords.

Change your social media settings
Scammers may obtain personal information about you or your friends and family from social media to make their scams more convincing. Limit the amount of personal information you share online and consider altering your settings to make your account as private as possible to strangers.

Always update your apps and software
Updates can include important security measures that help protect your device. We recommend enabling automatic updates to make sure you have the best protection.

If you’re ever worried about the security of your felix account, don’t hesitate to contact us through live chat on the felix mobile app or website, WhatsApp or Facebook Messenger.

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felix has multiple designated Care channels:

1. Live chat in the felix Mobile app

2. Live chat on the felix Mobile website – https://felixmobile.com.au

3. Live chat on the felix Mobile helpsite – https://help.felixmobile.com.au

4. Facebook Messenger chat through the official felix Mobile Facebook page – https://www.facebook.com/felixmobileau/

5. Instagram direct message through the official felix Mobile Instagram page – https://www.instagram.com/felixmobileau/

6. WhatsApp conversation to felix Mobile’s official business account (+61 408 598 945).

Marketing

From time to time, we may contact you for marketing or service-related reasons. You can change your marketing preferences at anytime by tapping ‘Unsubscribe’ at the bottom of a felix marketing email or replying ‘STOP’ to a marketing SMS.

If you’re a felix customer, you can also change your preferences in the felix mobile app via Settings > Marketing preferences. Please allow five working days for the unsubscribe to take effect and note that important service-related messages don‘t form part of your marketing communication preferences.

Contact from felix

Unless you are communicating with one of our team members in one of our designated Care channels, we will only ever contact you via these methods:

- We will only call you from (02) 8188 3845

- SMS from a designated felix portal that will automatically appear as coming from ’felix’ as the contact name

- Email with offers or notifications from the @felixmobile.com.au email domain (i.e. support@felixmobile.com.au).

If we send you an email, we will never ask you to click on a link to fill out your security information such as your password, credit card number or date of birth, or your personally identifiable information such as your address or payment details. Be mindful of scammers using click-bait or phishing emails to obtain this information.

If you have received a call, text message or email that claims to be from felix but you suspect it is not, or the person is claiming to be from felix, but is asking you to provide security information such as your password or credit card number, please report it by contacting us through one of our designated Care channels and providing:

- A screenshot of the text message and the sender’s phone number

- The date and time and the phone number that contacted you claiming to be from felix

- Or by forwarding the alleged email to privacy@felixmobile.com.au.

Social Media

You can communicate with felix through Instagram and Facebook. To ensure you are protecting yourself, please stay vigilant when online and be aware of the following:

- Never provide personal information on a public wall (including Facebook, Instagram, Apple Store & Google Play Store)

- Our social media team will respond to customers who contact us via our social channels but will never proactively reach out to you. If you are contacted on social media by anyone claiming to be felix, do not provide any information and contact our official Facebook or Instagram page.

- Don’t provide any personal information (including password or credit card details) in a message thread. We will only ever ask for this using our official ID forms in the designated Care channels.

If you have suspicions about any communication via social media, please contact us via one of our designated Care channels.

Email & SMS

From time to time, you will receive SMS messages and emails from felix. 

Often these emails or SMSs include links to support pages on the felix mobile website or in the felix app.

- Never click on links in an SMS that aren’t from an official felix number

- All links that assist customers in making payments will first require you to log into your official felix account

- If you receive an email or SMS with a one-time code that you did not request, ensure you do not provide the code to anyone

- We will only send a one-time code to validate your identity if you are contacting us. felix will never contact customers and ask them to verify themselves by providing a one-time code.

Phone Calls

You may receive a phone call from felix. This may be for a promotion or in response to a call back request.

- felix will never call you from a private number

- felix will never contact you and ask you to provide personal information unless you opt to complete a specific transaction with us that requires us to gather this information

- If you receive a call from someone from felix and you are suspicious of the legitimacy, end the call and contact us through one of our designated Care channels.

Live Chat

While on our website, you may receive a pop up asking you to chat with us. Please be aware that:

- When chatting, ensure you are using the official felix website https://felixmobile.com.au 

- If you get a pop up from someone claiming to be felix inviting you to chat and you are not on the felix website, please close the window and contact us on one of our designated Care channels.

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felix is about doing the right thing by our customers. If you’re facing financial hardship, we’re here to help. We recognise that financial hardship can happen for many reasons including loss of income or property, sudden illness or injury, change of family circumstances or as a result of natural disasters such as COVID-19, bushfire, flood, earthquake or drought. It can affect your financial situation for a short while or you may need assistance for longer

What are my options?

As a month-to-month prepaid subscription service, some of the solutions we offer include:

•    No late or cancellation fees

•    No excess data fees

•    Pausing your subscription service

•    Scheduling a plan downgrade at the time of your next renewal (details of our pre-paid plan options here)

•    Automatically extending your service for two days after a renewal payment failure

Where can I get further help?

If you need more assistance, you can call the National Debt Helpline on 1800 007 007 to get free and independent advice from a financial counsellor over the phone. They are available between 9.30am-4.30pm from Monday to Friday. You can also find a financial counsellor in your local area online.

Here are other resources and organisations that you might find useful.

•    National Relay Service (1800 555 660)

•    Translating and Interpreting Service (131 450)

•    1800 Respect (1800 737 732)

•    Kids Helpline (1800 55 1800)

•    Lifeline (13 11 14)

•    Beyond Blue (1300 224 636)

•    Department of Human Services

•    MoneySmart 

•    Gambler’s Help

•    Mensline (1300 789 978)

How can felix help?

Our local team of digital care agents are available to chat with you every day 9am–6pm, Sydney time.

We won’t require any formal financial information from you to discuss financial hardship. Based on the information you’re comfortable with providing, our digital care agents will work with you to determine the best solution to suit your financial situation.

If you're experiencing financial hardship, give us a shout.

3G Network Closure

If your mobile handset is impacted by the 3G network closure and you are experiencing financial hardship, please contact us for assistance. A range of financial hardship assistance options are available to help you stay connected, including free a handset. You can find further information about the 3G network closure and if your handset is affected on our support page: More information on the 3G network closure.

How can I make a complaint?

If you feel like we're in the wrong at any time, we want to know. You can also make a complaint directly to us. 

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Awesome. We'd love to get your feedback, ideas or feature requests.

The best way to get it across to us is by clicking the below link, so that we can make sure it gets to the right people people that need to see it: https://help.felixmobile.com.au/support/tickets/new/

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We recommend using the services below should you require assistance in getting in touch with us.

- Accessible Telecoms is a nationwide disability telecommunications service that provides independent, up-to-date information on mainstream and assistive telecommunications products suitable for people with accessibility needs.

- Accesshub is a government initiative that provides a central source of information on a range of communication options available to people who are deaf, hard of hearing and/or have a speech impairment.

- The Australian Government offers a Translating and Interpreting Service for people who don't speak English.

Read more on device-specific extra support that’s available on iOS and Android.

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If you're receiving harassing or threatening contact on your mobile number, you can chat to us and we can raise an 'unwelcome calls' request on your behalf. We can also help you get a new mobile number if you'd like.

If you are in immediate danger - please contact 000 or your local police authority. 

To find out more, check out our Unwelcome Communications Policy. 

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If you feel like we're in the wrong at any time, we want to know. At felix, we take all complaints seriously.

There are many ways you can make a complaint; 

- Chat to us in the felix app

- Chat to us on the felix website help.felixmobile.com.au

- Send us an email to complaints@felixmobile.com.au

- Leave us a voicemail on 1300 801 956

In order to make sure every complaint is handled properly, we have a set of steps we take with each complaint to make sure first and foremost your problem is solved, and then fix any problems here to make sure this doesn't happen again. You can read our complaints handling policy here. 

If we can’t resolve your complaint, you can contact the Telecommunications Industry Ombudsman on 1800 062 058. For full contact information for the TIO, visit https://www.tio.com.au/contact-us/

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We’re pretty sure you’ll love felix, but if you don’t, you can get your money back if you let us know within seven days of activating your service and we’ll refund you any charges in full. 

If you’re a new customer and you’d like to take up our felix 7-day guarantee, reach out to us on live chat. See our felix 7-day guarantee terms here.  

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You can change your marketing preferences by:

- Tapping 'Unsubscribe' at the bottom of a felix marketing email or replying 'STOP' to a marketing SMS

- If you're a felix customer, you can update your preferences in the felix app via Settings > Marketing Preferences > set up your notification preferences using the toggles

- Email marketing@felixmobile.com.au. 

Please allow up to five working days for the unsubscribe to take effect. It’s important to note that service messages don’t form part of your marketing communication preferences.

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Scammers use a wide variety of methods to impersonate legitimate businesses and organisations to obtain personal and private information. Known as phishing, these scam websites, emails, and text messages can be difficult to spot. Try to look out for incorrect spelling and grammar, and poor layout, imagery and styling. For more information, , head to the Scamwatch website.

What to do if you receive suspicious correspondence or calls claiming to be from felix?

If you receive a call, letter, email, text message or other communication that claims to be from felix and you suspect it may be a scam or hoax, get in touch with us right away.

Scam emails and text messages

If you receive an email or text message that is unknown, unsolicited or you suspect to be fraudulent including messages with a one-time code that you didn’t initiate, this is what we advise:

• Don’t reply to the SMS or email
• Don’t provide any personal details
• Don’t click on any links
• Don’t open any attachments
• Don’t call any numbers associated with the SMS or email
• Don’t share any content of the SMS or email with anyone
• Report the email or SMS to Scamwatch

Scam phone calls

Felix only calls our customers from selected numbers. If you receive a phone call that you suspect is fraudulent, this is what we advise:

• Don’t give the caller any personal details and hang up
• Check that the call is coming from a number that’s not a number that we use - 02 8188 3845
• Block the caller/sender's number using your phone's built-in call rejection features or by downloading an app to restrict incoming calls and messages.
• Let the call go to voicemail and then listen to any message left to ascertain if this might be a genuine call. For more information on how to set up and manage voicemail, head to our support page.
• Report the call to Scamwatch
• Email support@felixmobile.com.au and provide the date and time you received the call, how many calls you received in total and your mobile number.

Scam websites

Scam websites can be difficult to spot. Try to look out for incorrect spelling and grammar, and poor layout, imagery and styling. If you come across a website that you suspect is fraudulent, this is what we advise:

• Don’t click on any links
• Don’t call any numbers associated with the website
• Report the website to Scamwatch
• Email support@felixmobile.com.au and provide a screenshot of the website, the date and time you accessed it and your mobile number.

Latest known Scams

Number Spoofing

Recently, we have had customers reporting their number has been spoofed. But what is Number Spoofing?

Number spoofing is where scammers will make scam calls to people, but will use a spoofed number to appear as the calling number. Typically these spoofed numbers will be mobile numbers, as people are more likely to answer a call from a mobile number than a ‘No Caller ID’ number. Historically, spam calls used to come from Private or Blocked numbers, so a call from a mobile number does look more legitimate. This is unfortunately very common and with phone applications that can easily do this and it’s very difficult to shut down.

Also, we have seen examples of scammers using spoofed numbers that are very similar to yours, but may have one different digit. For example, your phone number may end in 524, but you get a call from a number that is almost identical to yours, but ends in 525. We have also seen examples where scammers may spoof your own number to call you.

Typically, what occurs on a scam call usually involves an automated message being played, which claims to be from law enforcement, the ATO (this is very popular at the end of the financial year), or other government organisations such as Services Australia. The message may state that you owe money and need to take action immediately. On some occasions, the call may be put through to a real person, who may use pressure tactics to get personal information from you. Either way, if the message is automated or with a real scammer, pressure will be applied to get you to pay or confirm personal information.

If you receive a call like this, hang up the phone.

If your number has been used for spoofing calls, you will likely start to receive calls and SMS from people who have received calls from your spoofed number. We would advise that you ask these people to contact their own service provider to run a trace and lodge a complaint.

There are things you can do on your phone to help protect yourself against spoof calls. If you have an Apple device, head to Apple Support for more info. If you're on an Android device, head to the Google Help Center.

To find out more about this scam, head to the Australian Communications and Media Authority's website.

You can also report the scam through the Scamwatch website. 

Flubot Scam

You may have recently received an SMS message, claiming that you have had a missed call or voicemail. These messages are generated by Malware called Flubot, which spreads via SMS messages and can infect customers with Android devices on any mobile network. We have also seen variants of the Flubot message, purporting to be from a courier service asking the end user to install a tracking app through a link which will infect the device with malware. If a user clicks the link and installs the app, the malware will take over the device and send texts to the infected user’s contacts. An easy way to identify these messages is the badly spelled wording, such as:

my86 Your service provider zas sent you a nee notice: <LINK>  

wfq5cm Voicemail: You have 1 new Voicemaill (s). Go to: <LINK>

If you receive an SMS like this, do not click on the link and please forward a screenshot of the message to support@felixmobile.com.au. Delete the SMS as soon as possible. It is important to point out that just because you have received the message, this does not mean your device has become infected.

If you click on the link, you will be taken to a web page that may look like a genuine site with branding that you are familiar with. You may be prompted to install an app, so you can listen to the voicemail message. If you give permission to install the app, the Flubot malware will be installed onto your device. The malware may be able to access your contacts list and access your personal information if you use your device while infected. You may also receive texts or calls from random numbers stating that you have sent them an SMS, which you will have no knowledge of.

What should you do if you have become infected?

If you have become infected, don’t enter any passwords or log into any accounts until you have cleaned your device using the below steps.

How to clean your device

Cleaning your device using the steps below will remove the malicious software from your device.

To clean your device, you can:

• Contact an IT professional
• Download official Android anti-virus software through the Google Play Store
• Perform a factory reset of the device.
  
  
  

Performing a factory reset of your device will delete all of your data including photos, messages, and authentication applications.

At this time Apple devices are not affected, but we are aware that customers with Apple devices have been also receiving these Flubot messages.

For more information, head to the Scamwatch website.   

Covid-19

Unfortunately, during these difficult times it is business as usual for fraudsters and scammers who are using the spread of COVID-19 to take advantage of people across the country. These scams can include spam messages impersonating the Government or the ATO, and there has also been an emergence of scams related to people’s superannuation.

You can find lots of useful information regarding the latest COVID-19 scams on the Scamwatch page.

If you receive any emails or messages that you think are suspicious, please report them to Scamwatch here.

You can also forward any emails or send screenshots of any suspect messages to us at support@felixmobile.com.au.

How to protect your device?

Here are some ways to protect your device:

• Make sure to use strong PINs and passwords and change them regularly. Avoid easy to guess PINs and passwords like ‘1234’, ‘0000’ and ‘password’.
• Lock your mobile handset and voicemail with strong PINs.
• Think carefully before clicking on a link or opening suspicious emails and attachments.
• Pay attention to your app permissions (what your apps are allowed to do and access, e.g. location, call history, etc). Only allow necessary permissions.

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We take fraud very seriously at felix mobile, and we’re committed to helping you if you suspect that you’ve been a victim of fraud. Please check out our Fraud Policy here, and chat in with us via the felix mobile app for more help.

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If you believe someone’s attempted to or has fraudulently transferred your mobile number to another provider without your consent, please immediately:

- Contact us via email at, privacy@felixmobile.com.au

- Contact the Australian Federal Police or the law enforcement agency in your state/territory

- Report it to Scamwatch.

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We recommend that you contact your financial institution immediately if you believe you’ve lost money to a scammer or believe your credit card has been shared with a scammer. They will be able to provide recommended next steps, stop transactions or close your account should they need.

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Power of Attorney

You can make enquiries and changes on behalf of the account holder if you have been granted Power of Attorney to act for the account holder. For us to grant you access to the account as an authorised third party, you’ll need to provide the Power of Attorney and supporting documentation.

Where to send documentation

You can send Power of Attorney documentation via Email or Mail;

Supporting Documentation we need from you

We require the following information from you;

1. The Power of Attorney document (see below)

2. A copy of your photo ID (e.g. driver's licence or passport)

3. Mobile number of the felix account you are wanting to enquire or act on behalf of.

The supporting documentation you’re required to provide will depend on whether you have a general or enduring Power of Attorney.

General Power of Attorney

If you have a general Power of Attorney, depending on the state or territory, you’ll need to provide us with the following.

Enduring Power of Attorney

If you have an Enduring Power of Attorney, depending on the state or territory, you’ll need to provide us with the following.

Advocate

You can have an advocate chat on your behalf after providing consent when you are present. An advocate can only act on your behalf or access your account or information with you present after successfully verifying your identity, including Two-Factor Authentication (2FA) steps, and you agreeing to such action. You must provide consent each time you start a chat and cannot establish ongoing consent.

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We’re so sorry for your loss and we’re here to help with managing their account.

Here we’ll guide you through how to close their account if the account holder has passed away.

To notify us about the death of the account holder, please use the Australian Death Notification Service (ADNS).

The ADNS is a secure and online national government service which enables you to digitally notify multiple organisations about the death of the account holder.

You can submit this notification at their website (https://deathnotification.gov.au/). You may be asked to provide:

- Details of the person who has passed

- Confirmation you would like to notify felix

- Your details as the notifier

- The ADNS will validate details of the deceased person against the Australian Death Check (ADC) and pass on information to our appropriate team, who will reach out to you.

You will be contacted by our team within 10 business days after you have submitted the request on next relevant steps.

If you need a hand, please reach out to our team on live chat.

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felix mobile’s Remote ID Validation Tool helps protect you from a transaction being made using your identity without your permission.

For some transactions or actions you make with felix mobile, we’ll send you a text message with a link to felix mobile’s Remote ID Validation Tool. You’ll need to consent to us collecting and using your personal information (including any sensitive information) for this purpose.

Through this tool, you will be asked to:
- Take and upload a photograph of your identification document (Australian driver’s licence, Passport or Proof of Age Card)
- Confirm that the written information collected from your ID is correct
- Take and upload a brief video to establish that you are the owner of the identification provided

The felix mobile Remote ID Validation Tool uses biometric measurements from your photo and compares it to your ID to validate a match. It also completes a number of checks on the security features of your ID document to ensure it is legitimate.

Check out our Privacy Policy for details on how we handle your personal information.

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felix mobile can help our customers by submitting a report concerning online content to the eSafety Commissioner, (https://www.esafety.gov.au/report) if it’s deemed to be abhorrent violent material. Content can be deemed abhorrent violent material if it depicts:
- Violent terrorist acts leading to death or injury
- Murder or attempted murder
- Rape
- Kidnapping
- Torture

If you’re concerned about any criminal activity, please contact local police or dial 000 in an emergency.

To report abhorrent material that’s occurred or occurring in Australia to felix mobile, reach out to us on live chat.

For more information regarding abhorrent violent material and eSafety, visit the eSafety commissioner website or the Australian Federal Police website.

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We’re committed to assisting our customers when they’re faced with domestic or family violence. Please reach out to our team to talk about how we can assist you to stay safely connected.

Transferring the mobile number into your name

If you’re experiencing or have just left a domestic or family violence situation and would like to keep your mobile number but the account isn’t in your name, we may be able to assist the transfer of the mobile number over to you.

Please reach out to us on live chat so we can assist you in doing so. For verification purposes and to be able to assist you, we may need to ask you some questions about your circumstances and request that you provide certain material. Such material may include:
- Relevant identification, such as driver’s licence, passport or Medicare card
- A Statutory Declaration witness by an authorised person that you are, or have been the subject of domestic or family violence
- An AVO, police report, court order or letter from a domestic violence or community shelter that supports your request
- The device associated to the mobile number you have been using

Requesting an unwelcome call or message investigation
If you’re receiving unwelcome calls or messages, please contact us via live chat in the felix mobile app to request an investigation.

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To improve privacy and security, and to align with the standards set by the Australian Communications and Media Authority (ACMA), we’ve introduced Multi-Factor Authentication (MFA).

If you want help making a change to your felix profile, MFA helps our care team verify that it’s really you chatting to us.

Scammers don’t need a lot of personal information about you to access your account these days, but by setting up MFA, they won’t be able to get in.

One-time passwords (OTP)

If you want to make a “high-risk” change to your felix account while chatting with us, our care team send a one-time password (as part of MFA) to your phone number to verify it’s really you.  If you no longer have access to the phone number listed on your account, we’ll verify your identity using another MFA method.

I can’t receive the OTP, what now?

Please use our online ID validation tool to securely verify your identity without having to send us any important documents.

To start the online ID validation process, fill out this online Confirm Identity Form first: https://felixmobile.com.au/confirmidentity. Remember to include an alternative phone number and email address, so we can send you the next steps. To avoid delays, include your ticket reference number in the Additional Comments field.

Once you’ve filled out and submitted the form, a member of our Privacy Team will send an SMS to the number you provided with a verification link as well as an email confirming that your request has been received.

How does online ID validation work?

We’ll SMS you a link to our online ID validation tool. From there, you’ll be guided through each step.

You’ll be asked to:

- Take and upload a photograph of your ID document.

- Confirm that the information collected from your ID is correct.

- Take and upload a brief video of yourself to establish that you are the owner of the ID you provided.

How is that data used?

Our ID validation tool scans the information from the uploaded photo of your ID document and compares it to official ID information. It also checks the security features of your ID documents to ensure they are legitimate. All this data is securely stored and processed by our third-party ID verification tool. The felix team is merely informed about the outcome of the ID validation process and doesn’t get access to your private ID information.

I didn’t sign up using an ID, so why do you need it now?

When a customer no longer has access to the phone number listed on their felix account, we need to verify their identity via another secure process. By using an ID verification tool that scans your government-issued photo ID, we can fully verify you are the account holder and proceed with the requested transaction.

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