Failed identity verification
Why did my identity verification fail?
Some of the most common reasons include:
- Unsupported documents were submitted
- Outdated (or soon to be outdated documents) were submitted
- Documents provided don't match your personal details, or belong to another person (i.e. name, surname, date of birth, nationality, personal code, SSN/ITIN, face from selfie or video-selfie)
- Only part of the documents are visible, or a corner is outside the picture
- Scanned pictures were uploaded
- Handwritten documents were uploaded
- Pictures with watermarks were uploaded
- Lack of physical presence in the country of incorporation
- Unclear (blurry or shaken) selfie submitted
- Photos were taken by third parties
- Video-selfie wasn't taken properly. For a better understanding of the requirements, read this FAQ
Supported documents
It's possible that the document that you uploaded is not supported, so for better visibility on the documents that we accept to verify your identity please check this FAQ.
I have a different ID that isn't listed in the proof methods
Upload your legal ID using any of the listed proof methods anyway and include a description of the document in the comments. Our team will assess if it can be accepted.
To resubmit your application:
- Go to 'Home'
- Select 'Personal Identity', as highlighted or marked with a 'Required action' message that outlines the reason why your selfie or documents failed
- In the window that appears, click the 'Proof of Identity' button
- Click on 'Continue' to proceed
- Select the document type you want to submit (e.g. passport, driver's license, residence permit)
- Carefully follow the on-screen instructions to complete the identity verification process by uploading photos of your documents or the selfies requested
I can't upload a PDF of my residence permit or VISA
Please upload an image in JPEG or PNG format of your VISA or residence permit (front and back side) to proceed.