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Why was my identity/address verification rejected?

If our automated ID verification service has rejected the documents you provided for the completion of your Identity Verification, the possible reasons might be:

  • The images you uploaded are of poor quality.
  • Missing front or reverse side of the ID document.
  • The document was expired, damaged, or unreadable.
  • You sent pictures of screens/copies/scans of the real document.
  • The document is not supported.

 

Before trying to complete the Identity Verification again:

  • Make sure the ID document is not expired and is clearly visible – try using a higher quality photo and avoid uploading cropped screenshots.
  • Consider using another document – you can check the supported documents for your country in this article.

 

In case the Proof of Address document you provided was not accepted, this might be due to one of the following:

  • Missing front or reverse side of the document.
  • Missing or non-matching names and address.
  • The issue date of the document was more than 90 days ago.
  • The document was damaged, manipulated, or unreadable.
  • You sent pictures of screens/copies of the real document.
  • The document is not supported.

 

Before trying to complete our Address Verification again, make sure your document contains the following details:

  • First and last name
  • Full address
  • Issuing authority details and logo
  • Issue date within the last 90 days

 

For more information on the matter, read our guide on Address Verification here.

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