If you receive a notification that your identity verification documents were rejected, please follow the steps below. You can resubmit your documents at any time.
The most frequent causes for a failed verification review are related to the quality or completeness of the documentation submitted. Please check your submission against this list before trying again:
Issue | How to Fix |
Blurry or Poor Quality Image | Photos of your ID must be sharp and in focus. Take the photo in a well-lit area without glare or shadows. |
ID is Expired or Invalid | We can only accept government-issued IDs that are currently valid. Ensure your license or passport has not expired. |
Information is Obscured | All critical text, your photo, and your signature on the ID must be fully visible. Do not cover any part of the ID with your fingers. |
Missing Document Side | If you uploaded a Driver's License or other two-sided ID, you must upload both the Front Side and the Back Side. |
Selfie Doesn't Match | The photo from your Take Selfie step must be clear and show your face without obstructions (like hats or heavy glasses). It must clearly match the photo on your ID. |
File Format/Size | Ensure your uploads are in a common format (JPEG, PNG) and do not exceed the maximum file size specified on the upload screen. |
Access the Verification Center: Go back to the Verification Center in your Dashboard.
Clear the Old Files: You may need to remove or overwrite the previous rejected files.
Correct and Re-Upload: Address the issue(s) that caused the rejection (e.g., take a new, clear selfie, or re-upload the missing back side of your ID).
Submit Again: Click "Submit & Verify." Your documentation will re-enter the review queue for processing.
If you have corrected the documents and are still facing rejection, or if you believe the rejection was made in error, please contact our support team.