What is the reason why my submitted documents were rejected?

After submitting your documents, our Compliance team will review your photo ID and proof of address for your identity verification. Below is a list of the most common reasons your documents may be rejected, and tips on how to avoid rejection.

The better the quality of your documents and pictures are, the faster the review process will be and the higher chances they'll have of being approved!

General Recommendations

  • Your documents will have higher chances of being approved if they are written in English; if they're issued using characters outside of the Latin alphabet, they require an official bilingual translation with it.
  • We do not accept pictures not taken of original IDs or proof of addresses.
  • If the text is not legible, blurred or delivered with poor resolution, it will be rejected. In the case of low-quality documents, we may ask you to try uploading them again.
  • Your original documents should not be altered or edited in any way, including added comments such as "For Xapo Use Only."
  • Send your ID and proof of address separately. Do not combine them into one image.

ID Review and Validation

  • It is recommended you submit a passport, as it has the highest chance of getting approved immediately.
  • Residence cards and permits are not accepted from any country.
  • The expiration date of your ID must not be expired.
  • The first and last name on your ID must match the registered name of your account.
  • Only send one valid ID in your picture. A photograph showing multiple IDs will not be accepted.


Proof of Address Review and Validation

  • Your document must be less than 3 months old; if the issue date is past this time, it will be rejected.
  • We do not accept P.O. boxes as valid home addresses.
  • The home address on the document must match the registered home address of your account.
  • The first and last name on the document must match the registered name of your account unless the name on the POA is also printed on the ID submitted.
  • If the document is from a utility, credit card, or insurance company, it must be a bi/monthly invoice.
  • Your document must include a logo of the company the bill/document is issued from.
  • We do not accept documents that are cut off, folded, partially photographed, framed or zoomed in.
  • There cannot be any handwritten text on the document.
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