There are a few different reasons why your ID or proof of address verification may be denied. Here are the most common reasons:
You've reached the limit of verification attempts.
If you run out of 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. Log in and upload everything as required. The image must be in JPEG format and high quality — make sure the picture is up close and legible, with no covers or objects masking any part of the document.
You uploaded an ID in paper format.
Submit a fresh request using an accepted ID document, such as your passport, National ID card (new format only), driving license, or voter's card. The document must not be in paper format.
Your ID and selfie were interchanged during upload.
Submit a fresh verification request and upload your document and selfie in their correct sections on the form. Make sure both are clearly visible and high quality.
Your ID has expired.
If you received an error saying your ID has expired, upload an alternative ID — such as a passport, national ID, or driver's license — that has a visible expiry date.
You provided documents that don't belong to the account holder.
Upload documents with details matching your account (name, last name, country). The photo on the ID must match the selfie you submit.
Your documents were edited and not original.
Resubmit with the original, unedited documents. Pictures must be full color, with no cropping or manipulation.
You uploaded an incorrect document.
Submit a fresh request using an accepted ID document — passport, National ID card (new format), Tax ID, driving license, or voter's card. Student ID cards are not accepted by our verification provider.
You uploaded a scanned photo instead of taking a selfie.
Scanned images aren't accepted in place of a selfie. Upload an original digital photo only, in JPEG format, high quality, up close, and clear.
Your ID is in a language with non-Latin letters.
You can still apply using this document. If you receive an "unsupported ID" message, it means your language isn't yet supported by our verification provider — try another valid document, preferably in English.
You have an issue taking a selfie.
If you get an error during the liveness check, this may be because the app or browser doesn't have access to your device camera. Check camera permissions, or try a different browser or device.
You've reached the limit of verification attempts.
If you run out of attempts, please reach out to our support team to see how we can help.
You uploaded documents that aren't accepted.
Utility bills and bank statements are the accepted forms of address verification — make sure you're uploading one of these.
The document didn't show your full name and/or residential address.
If any information (like your full legal name or address) is cut off, the document may be rejected. Make sure everything is clearly visible.
Your document is in a language with non-Latin letters.
Please follow the directions listed on the verification page.
Your document was cropped or altered.
The document was more than 3 months old.
Please upload a document dated within the last 3 months. Older documents will not be accepted.