If we encounter problems completing your verification, you’ll receive a message from us indicating why the verification couldn’t be completed and request that you attempt the process again. You can find a list of the most common verification issues below.
Often, verification fails when the system has trouble recognizing the uploaded Proof Of Identity (“POI”) document. This can happen when:
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.
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 than 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.