There are some common verification issues and ways for solving them:
| System message | What does it mean? | What you can do about it |
| Missing document photo | It seems that the image of your document has not been uploaded. | Please provide an image of the actual document (Passport, ID card, or Driver’s license) issued in Latin characters, with a validity period of at least 3 months. Photos of screens are not accepted. |
|
Prohibited country or state/ Sanctioned |
Unfortunately, your verification request has been declined. | According to our internal rules, your account will be closed. |
| Document is expired | Seems that the document you have provided is expired. | Please provide an image of the actual document (Passport, ID card, or Driver’s license) issued in Latin characters, with a validity period of at least 3 months. Photos of screens are not accepted. |
|
Document with Non-Latin characters |
You have uploaded documents with Non-Latin characters. Unfortunately, we can only accept documents in Latin characters. | Please provide an image of the actual document (Passport, ID card, or Driver’s license) issued in Latin characters, with a validity period of at least 3 months. Photos of screens are not accepted. |
| Part of a document is covered | A part of the document Is not visible. | Please make sure that your document is fully visible, not damaged and the image is of good quality. Please provide an image of the actual document (Passport, ID card, or Driver’s license) issued in Latin characters, with a validity period of at least 3 months. Photos of screens are not accepted. |
|
More than one person/ Unrelated photo |
It seems that there are a few people on the document photo that you've provided us with | Please provide an image of the actual document (Passport, ID card, or Driver’s license) issued in Latin characters, with a validity period of at least 3 months. Photos of screens are not accepted. |
| Possible fraud attempt | Something is wrong with your proof of identification. | Please reach out to the Support |
|
Miscellaneous |
Something is wrong with your proof of identification. | Please reach out to the Support |
| Bad Media Format | You have uploaded a screenshot or a copy of your ID document | Please provide an image of the actual document (Passport, ID card, or Driver’s license) issued in Latin characters, with a validity period of at least 3 months. Photos of screens are not accepted. |
|
Blurred Photo/ Poor Photo Lighting/ Poor Photo Quality |
Your proof of identification has been rejected due to poor photo quality. | Please provide an image of the actual document (Passport, ID card, or Driver’s license) issued in Latin characters, with a validity period of at least 3 months. Make sure that the photo is clear and the whole document is visible on it. |
| Faces Does Not Match | Your proof of identification has been rejected due to the mismatch of your selfie and document picture. |
We kindly ask you to retry the identification process. |
| Missing Selfie Photo | Your proof of identification has been rejected due to incorrect selfie submission. |
We kindly ask you to retry the identification process. |
| Data does not match | Something is wrong with your proof of identification. |
Please provide an image of the actual document (Passport, ID card, or Driver’s license) issued in Latin characters, with a validity period of at least 3 months. Photos of screens are not accepted. |
| Document not accepted | The document which has been submitted is unacceptable. |
Please provide an image of the actual document (Passport, ID card, or Driver’s license) issued in Latin characters, with a validity period of at least 3 months. Photos of screens are not accepted. |
| Underage person | Your identification is rejected. |
Please reach out to the Support |
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