We understand it can feel frustrating if your KYC verification doesn’t go through. Don’t worry — a rejection doesn’t mean you can’t open a CUSP account. It simply means that something in your application needs to be corrected or reviewed again.
Why KYC might be rejected
Common reasons include:
Expired documents → Emirates ID or passport is no longer valid.
Blurry or unclear photos → The system couldn’t verify your ID image or selfie.
Mismatched details → Information you entered doesn’t match your official ID.
Incomplete submission → Missing pages, cropped documents, or skipped steps.
What you can do next
Retry the verification → In most cases, you can simply resubmit your documents and selfies in the app.
Double-check your documents → Make sure your Emirates ID and passport are valid and the photos are clear.
Match details exactly → Ensure your name, date of birth, and other details match your ID without abbreviations or typos.
Contact Support if unsure → Tap the “Contact Support” icon on the KYC screen or go to Profile → Help & Support for guidance.
Important to know
A KYC rejection is not permanent — you can try again once the issue is fixed.
If your documents are still under review, you’ll be notified by email or in-app once a decision is made.
Our team may reach out directly if we need more information.