Causes and solutions for KYC identity verification failure

Rejection Reason

Possible Causes

Solutions

Invalid ID

1. Incorrect/missing name or birthdate
2. No clear facial photo
3. Passport lacks signature

1. Ensure clear information
2. Upload clear facial photo
3. Ensure passport has signature

Invalid Document Photo

1. Blurred/cropped document
2. Uploaded irrelevant documents

1. Ensure full document visibility
2. Re-upload passport/ID/driver’s license

Invalid Address Proof

1. Document older than 3 months
2. Shows others’ names
3. Unaccepted file type

1. Use documents within 3 months
2. Show your name clearly
3. Accept utility bills/bank statements

Screenshot/Non-Original File

1. Uploaded screenshots/copies
2. Black-and-white documents

1. Upload original files/PDFs
2. Use color documents

Missing Pages

Incomplete document

Upload full front/back photos

Damaged Document

Poor quality or damaged file

Ensure document is fully readable without glare

Expired Document

Expired ID

Use valid ID

Unrecognized Language

Documents in unsupported languages (e.g., Arabic)

Upload Latin-script documents or international passport

Terms Violation

Multiple accounts using same document

Only one account allowed

Multiple Failed Submissions

Rejected over 5 times in 24 hours

Wait 24 hours before retrying

Restricted Country

From unsupported country/region

Service unavailable

Under 18 Years Old

Age requirement not met

Service available only for users aged 18+