In order to build a secure account and protect you against fraud, we do what is called a soft credit check. This does not affect your credit score. This is something we have to do to adhere to strict Canadian financial regulations. For various reasons, some people take a bit more documentation to verify than others. This all happens on the FINTRAC side of things, and is, frankly, outside of our control.
If you've still got lingering questions, just reach out to us via in-app chat!