Identity verification failed

Everything you need to know about unsuccessful ID verification.

Updated yesterday

Sometimes the identity verification might fail, if that’s your case please follow the instructions as shown in-app and re-submit your ID photo and selfie.

Before doing so, make sure:

  • you are uploading the correct document, please remember that it must belong to you and that it needs to report the same information you submitted during the account creation (such as the legal name and date of birth)

  • the selfie is being taken in real-time and clearly shows your face

Here's some tips that will help you have the account verified in a blink of an eye.


The identity document should contain all your basic info such as photo, name, date of birth, issue date, and if it has it, the expiry date.

While taking the photo make sure:

  • all four corners are in the rectangular space as shown in-app

  • there is no glare, you can reduce it by avoiding direct lights

  • the document is clearly visible and no foreign objects cover a part of it



The photo must be taken using your frontal camera and in real-time, follow the on-screen instructions and make sure your face perfectly fits in the designed area.

If after having submitted again your verification, you still can’t sort it out, get in touch with us and we will happily investigate further.

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