What is the reason why my submitted documents were rejected?

The better the quality of your docs/pictures, the faster the reviewing process will be and the higher chances they'll have of being approved!

After submitting your documents, our compliance will start the screening process of your identity verification.

If following the completion of our review, we have determined that we are unable to provide our service to your account, the decision to do so will be based on various factors. For security reasons, we won't be able to provide specific details. 

However, the examples below will help you understand the most common mistakes to avoid:

  • Make sure that your documents are not expired due to 1) your ID is past its expiration date, and/or 2) your Proof of Address is more than 3 months old
  • Verify that the name registered to your account matches the name on your ID and/or Proof of Address;

  • If your identification does not use characters from the Latin alphabet, provide a document that has a valid bilingual translation on it
  • Only send one valid ID in your picture (preferably a passport), as a photograph showing multiple IDs will not be accepted.

  • Send your ID and Proof of Address separately (do not combine them into one image)

  • Ensure that your utility bill incorporates the logo of the company in the document

  • Only send original documents that aren't altered or edited in any way (no added information, no stickers, etc.)

  • In addition, we do not accept documents that are cut off or folded, and are only partially photographed, framed or zoomed in.


  • Verify that there are no handwritten documents or notes


  • All photographs of IDs and proof of addresses must be of the original document  (However, we accept electronic utility bills or bank statements received by email in PDF format)
  • P.O. Boxes will not be accepted as valid home addresses
  • The information in your document must not be illegible, blurred or delivered with a poor resolution. In case of low-quality documents, we may ask you to try uploading them again.


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