If your identity verification (KYC) was not successful, it may be due to one of the reasons below. Please review the guidance to help ensure a smooth verification process.
General Identity Verification Basics
Why did my identity verification fail?
Some common reasons include:
1. Age Requirement
You must be at least 18 years old to use our services.
2. Unsupported Countries or Regions
Our services are not available in certain jurisdictions due to regulatory requirements.
If you are located in a restricted region, verification cannot be completed.
3. Duplicate Verification
Each identity can only be linked to one account.
Submitting different documents does not bypass this rule.
4. Information Mismatch
The details you provide must match your identity document exactly, including:
Full name
Date of birth
ID number
Document Submission and Review
Why wasn’t my identity document accepted?
1. Unsupported Document Type
Only the following documents are accepted:
Passport
National ID card
Driver’s licence
Other documents (e.g. residence permits) may not be supported.
2. Poor Photo Quality
Your document image must be:
Clear and in focus
Uncropped (all four corners visible)
Free of glare or reflection
3. Expired or Invalid Document
Your document must be valid and not expired at the time of submission.
4. Selfie / Liveness Issues
Verification may fail if:
Your face is not clearly visible
Lighting is insufficient
Instructions are not followed
5. Compliance and Security Checks
In some cases, verification may not be approved due to internal compliance or security checks, in line with regulatory requirements.
What should I do next?
If your verification was not successful, you may:
Retry with clearer images
Use a different valid ID document
Ensure all submitted details are accurate and consistent
Follow all on-screen instructions carefully
Need assistance?
If you continue to experience issues, please contact our support team at: