Most KYC checks finish in minutes. If you’re stuck, work through the steps below—small tweaks usually solve it.
Before you try again (quick checklist)
Take a breath and set yourself up for success: good lighting, a steady hand, and your documents ready. Use your legal name exactly as it appears on your ID, and make sure the document is valid and unexpired.
Common issues and how to fix them
1) Document photo wasn’t clear
Glare, shadows, or cropped edges can cause automatic rejections.
Fix: Move to evenly lit space, turn off flash, lay the ID flat, and capture all four edges. Clean the lens.
2) Name or details don’t match
Typos or nicknames won’t pass.
Fix: Enter your full legal name and details exactly as shown on your government ID.
3) Selfie / liveness failed
Blurry selfies or face obstructions trigger errors.
Fix: Remove hats/glasses, keep your face fully visible, hold the phone at eye level, and stay still for a second after the capture.
4) Unsupported or expired document
Some documents aren’t accepted, and expired IDs are rejected.
Fix: Use a government-issued, unexpired ID. If your country has multiple options, switch to the one most commonly accepted (passport or driver’s license).
5) Proof of address issues (when requested)
Old statements, partial screenshots, or cut-off addresses can fail.
Fix: Provide a recent document (typically within the last 3 months) that shows your full name and address clearly.
6) Browser or device hiccups
Stalled uploads and camera permissions are common culprits.
Fix:
Try a different browser (Chrome/Safari/Edge) or switch device (mobile ↔ desktop).
Allow camera/photos permission when prompted.
Close background apps; ensure a stable internet connection.
7) Geolocation / VPN interference
Location checks can sometimes conflict with VPNs or private relays, despite our efforts to let VPN users verify identity while using one.
Fix: If you run into repeated errors, try temporarily disabling your VPN/private relay and retrying.
8) “We couldn’t verify you” after several tries
Too many failed attempts may lock the flow temporarily.
Fix: Wait a bit and retry with better lighting and a different document. If it still fails, contact support so we can review.
9) Waiting longer than expected
Some cases require manual review, which can take more time.
Fix: Keep an eye on your email and the app; we’ll notify you as soon as a decision is made.
Note: KYC checks can include AML/CFT screening (Anti-Money Laundering / Countering the Financing of Terrorism). If additional info is ever required, you’ll be prompted in-flow.
Still stuck?
If none of the above resolves it, reach out and we’ll help you finish verification. Click the chat bubble in the corner, or email [email protected] (include a brief description, your country, and any error messages).