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Document Rejected - Reasons

Why documents get rejected during verification.

Image Quality Issues​

  • Blurry — Image not in focus
  • Cut off — Corners or edges not visible
  • Glare — Light reflection obscuring text
  • Too dark — Can't read details
  • Too small — Resolution too low

Document Issues​

  • Expired — Document past validity date
  • Wrong type — Not an accepted document
  • Not government-issued — Unofficial document
  • Modified/altered — Signs of tampering
  • Foreign language — Needs translation

Information Issues​

  • Name mismatch — Different from registration
  • DOB mismatch — Different from profile
  • Address mismatch — Doesn't match other docs
  • Incomplete info — Missing required data

Address Document Specific​

  • Too old — Older than 3 months
  • No date visible — Can't verify recency
  • PO Box only — Need residential address
  • Different name — Must match your name

Selfie/Liveness Issues​

  • Face not visible — Obscured or cut off
  • Doesn't match ID — Different person
  • Photo of photo — Not live capture
  • ID not visible — In selfie requirement

Technical Issues​

  • File too large — Over size limit
  • Wrong format — Not JPG/PNG/PDF
  • Corrupted file — Won't open
  • Multiple pages missing — Incomplete submission

How to Check Your Reason​

  1. Log into account
  2. Check verification status
  3. View rejection message
  4. Note specific reason

Then see Document Rejected - Fix.