Submitting documents for verification can sometimes lead to errors that delay the process. To help you resolve these issues quickly, we’ve compiled a list of the most common reasons your documents might be rejected and simple steps to fix them. Check the table below for easy-to-follow solutions to ensure your documents meet the required standards and your verification goes smoothly.
| Reason | How to Fix It |
|---|---|
| Text in the document can't be read | Upload a clearer photo or choose a different format. |
| Document has reflection on it | Upload a picture of the document that does not have a reflection. |
| Poor-quality photo uploaded | Upload a better-quality photo. |
| Missing required documents | Upload all required documents to complete verification. |
| Additional documents needed | Recheck requirements and upload the missing documents. |
| Document corners not visible | Ensure all corners are visible and reupload. |
| Document damaged or unreadable | Upload a different document with clear data. |
| Document expired | Upload a valid document or choose another identity document. |
| Document expires in less than 1 month | Upload a document valid for at least one month from submission date. |
| Edited photos not accepted | Upload an original photo without edits. |
| Missing full name and/or date of birth | Upload a document that includes your full name and date of birth. |
| Missing clear photo of your face | Upload a document with a recognizable photo of your face. |
| Region not supported | Upload a document from the region where your account is registered. |
| Country mismatch | Upload a document issued in the country selected in your profile. |
| Document cannot be accepted as proof of address (POA) | Upload an acceptable document (utility bill, bank statement, tax invoice, etc.). |
| Unacceptable POA documents | Do not upload medical bills, purchase receipts, or insurance statements. |
| POA older than 6 months | Upload a document issued within the last 6 months. |
| POA missing full name | Upload a document that includes your full name. |
| POA missing full address | Upload a document that includes your full home address. |
| POA missing name or document number | Upload a page that contains either your full name or the document number. |