If you’re having trouble completing identity verification (KYC), it usually comes down to a technical hiccup or an unsupported setup.
Common reasons
VPN or private relay is active: These can sometimes interfere with location checks, despite our best efforts to not let them interfere.
Camera or upload issues: Blurry, dark, or incomplete photos may fail to upload.
Browser/device conflicts: Outdated browsers, ad-blockers, or certain extensions can cause the verification page to freeze.
What to try
Turn off any VPN or private relay and refresh the page.
Make sure your camera is working clearly, with good lighting.
Try again on another device or browser if the issue persists.
Double-check that you’re using a valid, unexpired ID.
If none of these solve it, reach out to support with your order ID and let us know where you got stuck (e.g. photo upload, address entry, etc.).