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There are a few different reasons why your ID or proof of address verification may be denied. Here are the most common reasons why:
ID Verification
You have reached the limit of verification attempts.
If you run out of verification attempts, please reach out to our support team to see how we can help.
You uploaded an unreadable or low-quality photo.
Submit a fresh verification request on our website. Login and upload everything as required. Please note that the image must be in JPEG format and of high quality. Ensure that the picture is up close and the contents are legible. Remove all covers from the document and make sure it is not masked by any other object.
You uploaded an ID in paper format.
Submit a fresh verification request using any of the accepted ID documents, such as your passport, National ID card, driving license, or voter’s card (National ID card should be in a new format). The document must not be in paper format.
Your ID and selfie were interchanged during the upload.
Your ID has expired.
You provided documents that do not belong to the account holder.
Your documents were edited and not original.
You uploaded an incorrect document.
Submit a fresh verification request using any of the accepted ID documents, such as your passport, National ID card, Tax ID, driving license, or voter’s card (National ID card should be in a new format – not in a paper format). Other ID documents, such as your student ID cards, are not accepted by our verification provider.
You uploaded a picture of a scanned photo instead of taking a selfie.
Your ID is in a language with non-Latin letters.
You have an issue taking a selfie.
If you get an error message during our liveness check (where you click a selfie for us to match with the image on your ID), this could be because the app is restricted from accessing your device’s camera. For example, if the application does not have access to your phone’s camera, Ensure that the browser or the app has access to your respective device’s camera. Alternatively, you can try the verification process on a different browser or device.
