Verification Issues
Solve common problems with identity verification.
Common Verification Problems
Document Rejected
Your ID was rejected. Common reasons:
| Reason | Solution |
|--------|----------|
| Photo blurry | Take clearer photo, good lighting |
| Cut off edges | Show entire document |
| Glare on photo | Avoid reflections, tilt slightly |
| Expired document | Use valid, non-expired ID |
| Wrong document type | Use passport, license, or national ID |
| Black and white | Use color photo |
| Screenshot | Take actual photo, not screenshot |
Selfie Rejected
Your selfie didn't match requirements:
- Face not visible - Remove sunglasses, hats
- Poor lighting - Find better light
- Blurry - Hold still, clean camera
- Doesn't match ID - Must be same person
- Liveness failed - Follow prompts carefully
Information Mismatch
Details don't match:
- Name on ID ≠ name you entered
- Address doesn't match
- Date of birth incorrect
Solution: Re-enter information exactly as on your ID.
Tips for Successful Verification
Document Photos
✅ Do:
- Use good lighting
- Place document on flat, dark surface
- Show all four corners
- Make sure text is readable
- Take a clear, focused photo
❌ Don't:
- Use flash if it causes glare
- Cover any part of document
- Submit edited photos
- Use photocopies
Selfie
✅ Do:
- Face the camera directly
- Use good lighting on your face
- Remove glasses and hats
- Follow on-screen prompts
- Keep a neutral expression
❌ Don't:
- Use a photo of a photo
- Have others in the background
- Wear face masks
- Look away from camera
Resubmitting Verification
If rejected:
- Read the specific rejection reason
- Fix that issue
- Go to Settings → Verification
- Click Try Again
- Resubmit documents
You can retry immediately.
Verification Taking Too Long?
Normal Timeline
- Most: 1-2 minutes (automated)
- Some: 24-48 hours (manual review)
- Complex cases: Up to 5 business days
If Pending Over 48 Hours
- Check your email for requests
- Log in - we may need more info
- Contact support for status
Still Having Issues?
Contact us with:
- What's happening
- Error messages you see
- Type of document you're using
We can help troubleshoot.
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