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Troubleshooting KYC Issues on
Troubleshooting KYC Issues on

What requires for identity verification and how to resolve the most common issues

Farhan avatar
Written by Farhan
Updated over a week ago

Table of contents

What Information Does Require for Identity Verification?

We require the following details for each customer:

  • First Name, Middle Name (if applicable), Last Name, Date of Birth, Address, and Country of Residence

Required documents may include one or more of the following:

  • Passport: take a photo of the page with your photo on it

  • Driver's license

  • ID card

  • Residence permit

Common KYC Issues on and How to Resolve Them

Issue #1: Document not accepted

If your submitted document is not accepted during the KYC process, it may be due to one of the following reasons:

  • The document is expired.

  • The document is not a government-issued ID (e.g., driver's license, passport, or national ID card).

  • The document is not in Latin characters.

  • The document's image is unclear or cropped.

Solution: Make sure to submit a clear, high-quality image of a valid, government-issued ID with Latin characters. Ensure that all edges are visible and that the image is well-lit.

Issue #2: Selfie not accepted

If your selfie is not accepted during the KYC process, it may be due to one of the following reasons:

  • Poor lighting conditions.

  • Your camera is damaged or the lens is blocked.

  • Your face is not clearly visible or obscured.

  • You’re not holding your camera steadily or at the right angle.

Solution: Ensure you’re in a well-light room, your camera lens is clean, and that you follow the interactive selfie instructions as provided in the app.

Issue #3: Additional documents requested

In some cases, you may be asked to provide an additional selfie and/or additional documents to support your identity verification. These requests are made by email and must be completed before you can continue your cryptocurrency purchase.

Solution: Please reply by email to requests for additional documents. Carefully following the instructions in the email will ensure your verification is completed in a timely manner.

Issue #4: KYC verification taking too long

KYC verification typically takes at most 10 minutes to complete. If all documents are ok, it should be completed within 2 minutes or less.

Solution: If you have been waiting for more than 30 minutes, please check your email. You may have a request to provide additional documents. If you don’t see that request in your email inbox, please contact our customer support team for assistance.

For further assistance, don't hesitate to reach out to our customer support team directly!

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