Getting rejected in the KYC (Know Your Customer) process can be frustrating, but it's often due to specific issues, sometimes, it is correctable. There are a few common reasons why KYC rejections occur, and we would like to offer some helpful information on how you can address them.
1. The Uploaded ID is Not Acceptable or Expired
One of the most frequent reasons for rejection is submitting an ID that is either of an unacceptable type (e.g., student ID or non-governmental document) or one that has expired. KYC requires valid, government-issued IDs like passports, national ID cards, or residence permits that are still active.
How to fix it:
If your ID was rejected for this reason, our support team will reach out to guide you through resubmission. You can also contact us directly to request a new upload. Here you can find more information about how to correctly upload your ID and the types of accepted ID.
2. The Liveness Photo Was Not Captured Well
Another common reason for rejection is an unclear liveness photo. If your face wasn't captured properly—perhaps due to poor lighting, incorrect distance, or movement—the system may fail to verify your identity.
How to fix it:
If this happens, you can request to retake the liveness photo. Be sure to follow the tips for a successful scan, such as using proper lighting, holding the camera at the right distance, and keeping your face clear of any obstructions.
3. Underage Applicant
Our services are only available to individuals who are 18 years* or older. If you're under the age of 18, your KYC application will be automatically rejected.
How to fix it:
The only thing we can do is wait until you turn 18. When you have turned 18, please contact our support team to resubmit the necessary documents again.
4. Unsupported Country
Unfortunately, some countries are not supported due to regulatory or compliance reasons. If you're attempting to register from one of these regions, your application will be rejected. For a full list of unsupported countries, please refer here.
5. Other Compliance Reasons
Occasionally, KYC applications may be rejected for other compliance-related issues. These could include but are not limited to, breaches of our Terms of Service or issues flagged during security checks.
Need Help?
If you need further assistance, please don't hesitate to get in touch with our support team via live chat. Our support team can assist you with any questions or help you through the resubmission process. Let’s get your account verified smoothly!
*Members must be 18 or older per our Terms of Service. This is a global prerequisite - not dependent on any jurisdiction.