Common causes of verification errors:
Issue | Explanation |
1. Blurry or cropped images | The system can’t read all fields. |
2. Expired ID or outdated proof of address | Documents must be valid and ≤ 3 months old for proof of address. |
3. Name or address mismatch | Details in your Personal Profile differ from what’s on the document. |
4. Unsupported file or format | Screenshots, black-and-white scans, or edited images are rejected. |
5. Wrong document type | For example, uploading a bank card instead of a utility bill for address verification. |
What to do now
Step | Description |
1. Check your Personal Profile data | Verify that your name, birth date, and address are correct, and fix any typos before uploading documents. |
2. Use acceptable documents | Provide a passport or national ID (in color, with all edges visible) and a recent utility bill or bank statement to confirm your address. |
3. Retake high-quality photos | Take pictures in good lighting, avoid glare, filters, or partial cropping to ensure clarity. |
4. Combine both sides/pages of an ID | Merge both sides into one clear image, or upload each side/page separately if required. |
5. Re-upload and wait | Once all files meet the requirements, submit them again - most verifications are completed within 24 hours. |