During Card / PayPal checkout — or while buying an Azteco voucher at a retailer — the company handling payment may ask for identity documents (KYC), such as a photo ID. StreamEast never sees those files and cannot approve, skip, or upload them for you.

Who is asking

Identify the company on screen: a licensed payment provider or a gift-card retailer. The request lives in their app or site, not under My Account as a StreamEast document upload. Emailing ID photos to StreamEast does nothing useful for their queue.

Two clear choices

Either finish every step in the provider or retailer’s own flow, or abandon that attempt and pick another rail on Buy Premium (a different card provider if listed, Manual Crypto, or Azteco via a retailer that does not block you). Sitting in limbo waiting for StreamEast staff to “approve” documents we never receive will not unblock you.

If you complete KYC

Documents go only to them. When they clear the hold, payment can settle. StreamEast then sees success or fail for Premium activation — not the files. Confirm Premium on My Account after a successful settle. If activation does not follow, use paid-but-not-activated with receipt proof.

If a retailer holds an Azteco purchase

Resolve KYC with the retailer before submitting a voucher you do not have yet. Only unused Azteco Bitcoin vouchers can be submitted after you actually receive them.

Phone/SMS only (no photo ID)

That is often a separate check. Use the phone/SMS article. When you contact StreamEast, ask for activation status if payment already succeeded — not “please approve my passport.”

SMS issues: Payment provider phone or SMS verification failed. Rails overview: Which payment methods are available? Stuck after paid: I paid but Premium did not activate