You can find a list of the most common verification issues below to find out why the verification couldn’t be completed and you need to repeat the process again.
Document issues
Often, verification fails when the system has trouble recognising the uploaded Proof of Identity (“POI”) document. This can happen when:
- One side of the ID Card/Driver's License is missing.
- The passport signature is missing.
- You uploaded a black & white photo of your POI document.
- The photo is blurry, the text in the photo is hard to read, or the document itself is damaged or obscured in some way. If you took a clear photo but still got a message indicating one of the above issues, it may be better to upload an alternative document.
- You uploaded an unsupported document. What can be considered a valid POI varies by country - for example, a driver’s license might be acceptable in one country but not another.
- The document has expired.
- You entered incorrect “Document Type” information. For example, if you selected driver’s licence, but uploaded a passport, the system will not be able to process it.
- The date of birth on the document doesn’t match the one in your profile.
- The first or last name on the document doesn’t match those in your profile.
- The MRZ code, watermarks or security measures are not readable. Please upload a clearer photo or alternative document.
- The document is not original. It is necessary to upload a photo of an original document. If you upload a picture of a photocopy of your POI, or a photo of a scan that is displayed on a monitor, the system won’t be able to process it.
- Your face in your selfie is significantly different from the one in your document (this can occur if you’ve recently grown a beard, for example). You may be asked to provide an alternative document in this case.
Selfie/video selfie issues
The system may be unable to process your selfie when:
- The video selfie does not follow the instructions. Please re-read the instructions carefully and try again.
- You used filters or effects in your selfie. Please check that all filters are disabled and try again.