Your documents have been declined, or you're just having difficulties with verification? If so, you’ll find this guide quite useful. Here are the most common verification issues.
Proof of Identity:
All the document details must be visible. If you are having trouble taking a clear picture, try focusing your camera on the ID, cleaning the lens, or taking it in front of a mirror.
Lack of additional information
The Compliance team may ask you to provide additional info on the selfie (e.g. a paper note with certain information). Please pay close attention to emails from them.
ID not fully visible
Your ID should be fully present on the selfie. If it’s a passport, we need to see the whole double page.
Only one side
If your ID is two-sided, we need to see both sides. If you are 100% sure that you’ve uploaded both sides, but it still was declined, please check if you’re using a mobile browser - there might be issues with uploads within them. In this case, please use our iOS or Android app instead.
Proof of Address:
Not on the list
Please find the list of the accepted documents here. All other documents will be rejected.
Only original electronic PDF documents and photos of original paper documents can be verified. Any screenshots, photos of documents created with personal printers, or images converted to PDF will be rejected.
The Proof of address document needs to be issued within the last 3 months. All other documents will be considered outdated.
Incorrect file format
Proofs of address and IDs can only be in JPG, JPEG, and PDF. The selfies should be in JPG or JPEG. All other formats won’t be accepted.
Please make sure that the photo size exceeds 100 KB. Here you can find additional info about the image size.
Non-working buttons or white screen
Please clear your cache and cookie files or try using another browser. If it doesn't help, let us know.
If you need any help, feel free to contact our support team in the live chat or at firstname.lastname@example.org.