Identity verification may be rejected for different reasons. Some of the most common are:
The document is unreadable or blurry
Low-quality or blurry photos are one of the most common reasons for rejection.
Do this: Take the photo again with good lighting and make sure the entire document is visible within the frame.
The document has expired
An expired identity document or passport will not pass verification.
Do this: Use a valid, unexpired document.
The information does not match your account
If the information on your document does not match the information registered in your account, your verification will be rejected.
Do this: Make sure your account information matches your document exactly.
The document is incomplete
If part of the document is cropped or any information is not visible, it cannot be verified.
Do this: Capture the entire document without cutting off any edges.
If your verification was rejected, you can usually start the verification process again by uploading a valid document and clear photos.
If you cannot restart the verification process or the app does not allow you to try again, please contact our Support Team for assistance.