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My documents for KYC were rejected. What is the reason?

  • Updated

If a document is rejected, please check if your name in your account and in the document matches (including a middle name). Please refer to the error message in the Settings to know the exact reason.

 

Document incomplete

Document Possible reason for rejection
ANY TYPE
  • Part or all of the information is censored/cut out of the document​
  • The document was not entirely submitted (missing pages, scan/picture not centered)
  • The document is not signed and/or dated
  • The document is not filled correctly
IDENTITY PROOF
  • Only one face of the document is submitted
  • ​The MRZ band is partially or totally cut out or masked

 

Document unreadable

Document Possible reason for rejection
ANY TYPE
  • An integral part of the document is unreadable (dark or blurry document)
  • The scan or picture is of bad quality
IDENTITY PROOF
  • The MRZ band is partially or totally cut or masked

 

Document do not match user data

Document Possible reason for rejection
ANY TYPE
  • The submitted document is not from the person whose data is in the system (also possible for instance, different identity, typo, inverted name, special characters, space in the name, etc.
  • Incorrect information has been edited before the verification of the document.
IDENTITY PROOF
  • Identity on the document doesn’t match the data entered in the system.

 

Document not accepted

Document Possible reason for rejection
ANY TYPE
  • The document is not the one required or has been submitted in the incorrect category.
  • ​The document is in a language not supported.
IDENTITY PROOF
  • The identity proof is not accepted (for instance, a national ID card from a country outside of the EEA)

 

Document expired

Document Possible reason for rejection
ANY TYPE
  • The document is more than 3 months older (registration proof; may depend on country)
  • The document is not up-to-date or the most recent one (articles of associations; may depend on country)
IDENTITY PROOF
  • The identity proof has reached its expiration date.

 

Document missing

Document Possible reason for rejection
ANY TYPE
  • The document is not available for verification by our team
  • The document is empty.

 

Document falsified

Document Possible reason for rejection
IDENTITY PROOF
  • The document has been verified as falsified by our operator. Another document has to be submitted.

 

Underage user

Document Possible reason for rejection
IDENTITY PROOF
  • The user is a minor.

 

Out of date

Document Possible reason for rejection
ANY TYPE
  • A piece of information (first name, last name, date of birth etc.) was edited on a user's profile who had KYC validated documents. To avoid any fraud-related issues, the documents' status changed to OUT OF DATE and are no longer considered valid anymore.
  • Please resubmit valid KYC documents to validate the user. 

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