If the identity document (ID) you submitted is one of our accepted IDs, but it was not accepted during the KYC process, it could be due to some potential mistakes made while uploading it. To ensure your ID passes verification, it's important to follow these guidelines for a smooth submission. Here's how to make sure your ID upload is successful:

- No Screenshots or Edited Documents: We do not accept screenshots or any digitally altered versions of your ID. This includes cropping, blurring, or any other edits that modify the appearance of the original document.

- No Foreign Objects Blocking the Document: Make sure your ID is fully visible, with all four corners clearly shown. Avoid covering any part of the ID with your fingers, paper, or other objects.

1. Take a Clear, Unedited Photo of Your ID

Ensure the photo of your ID is a true representation—unaltered and without any filters or edits. The entire document should be visible in the frame, with no parts cut off or obscured.

2. Use a Well-Lit Environment

Take the picture in a well-lit area to avoid shadows or dark spots on the ID. Natural light or bright indoor lighting is ideal, but be careful to avoid glare or reflections, especially if your ID is laminated. If your phone’s flashlight is on, switch it off to prevent any glare on the surface.

3. Keep the Lens Clean

Before taking the photo, clean your phone’s camera lens to ensure the image is clear and free of smudges.

4. Steady Your Camera

Hold your phone steady while taking the picture. Position it directly above the ID so that all four corners are visible and the document is centred in the frame.

5. Ensure the Details Are Legible

After taking the photo, check the image to ensure all the information—such as your name, date of birth, and expiration date—is clear and readable. Retake the photo before submitting if anything is blurry or hard to read.

- All Four Corners of the ID are Visible.

- No Blurriness or Shadows.

- No Reflections or Glare on the ID.

- All Information is Clearly Legible.

- No Foreign Objects Covering the Document.

Following these simple steps will greatly improve the chances of your ID being accepted on the first submission.

If you're having difficulties or have questions, feel free to contact our support team through live chat. We’re here to help!