Why was my identity verification rejected?
Most rejections can be fixed and resubmitted without contacting support. Below are the most common reasons, split by whether you can resolve it yourself or need our help.
You can fix these yourself and retry
Document quality is blurry, cropped, glare, or incomplete photo.
Expired ID or unsupported ID type.
Information you entered does not match your submitted document (e.g., name or date of birth).
How to retry: Open the app and go to the home screen. You'll be prompted with 'We Need More Info'. Click 'Review Details' to resubmit. You do not need to contact support to retry.
Document Tips to Avoid Rejection
Proof of Address
Include your full legal name and residential address.
Use a document dated within the last 3 months.
Submit a clear, complete photo or scan (no screenshots, no cropping, no glare).
Provide documents from acceptable sources, such as:
Bank or credit card statements from traditional banks.
Utility bills (gas, electricity, water, internet).
Government-issued letters or correspondence.
Avoid using statements from online-only/neobanks.
Screenshots are not permitted.
Government ID
Use a valid, non-expired ID (passport, national ID card, or driver’s license).
Capture a clear, well-lit photo with no glare, blur, or shadows, ensuring all four corners are visible.
Keep the document flat and upload both front and back if required.
Use original photos only (no screenshots or photocopies).
Ensure all details are fully visible and legible.
These require contacting support
You selected the wrong issuing country.
Your name, date of birth, or address cannot be corrected in the app.
You are receiving a technical error on submission.
You attempted to create a second account using the same identity, which is not allowed. Plasma allows only one account per person.
Your Tax Identification Number (TIN) is missing or invalid. A valid TIN corresponding to your current country of residence is mandatory, and TINs from other countries are not accepted.
Things our team can help with
If you've fixed the issues above and are still being rejected, or if the app explicitly directed you to contact support, request a manual review by contacting support in the app and asking to be escalated to a human. Once escalated to a human, please include your full name, the document type you submitted, and a brief description of what failed. We aim to respond within 3 business days.
Where required by law, we will provide you with a written notice of the reason for the decision without needing a request from you. In other cases, we will provide the reason on request, to the extent permitted by applicable law.
Cases where we're unable to help
If Plasma One isn't available in your region, we're not able to complete verification at this time regardless of your documents. This isn't something support can override. See Which countries and US states does Plasma One support? to check your region, and we'll do our best to notify you if that changes.
In some cases we are unable to complete verification for reasons we cannot explain, or the information we can share with you about a decision is limited by law.
This article is informational. The Plasma User Agreement, Cardholder Agreement, and Privacy Policy govern your account and control in the event of any inconsistency. Last updated April 22, 2026.