Identity Verification

Identity verification may be rejected if the uploaded document (passport/driver's license/ID card) does not meet the requirements:

• the document has expired;
• the image is blurry or of low quality;
• part of the document is missing or unreadable;
• the image resolution is below 800×600 pixels;
• the document image has been edited in a graphics editor.

If the document fails the check, we will send you an email stating the reasons for rejection. After that, you will be able to upload another image that meets the requirements and go through verification again. 

After that, you will be able to fix the issues and resubmit your document. If you have any problems with uploading the documents, please go to the Identity verification article to create a ticket with details for our support operators to look into. 

Address Verification

Address verification may be rejected if:

• the document type does not meet the requirements;
• the document (except the passport) was issued more than 3 months before submission;
• the document does not contain your name or address;
• the image is blurry or of low quality;
• part of the document is missing or unreadable;
• not all 4 corners of the document fit in the photo or scan;
• the document image has been edited in a graphics editor;
• the paper bank document is missing a signature or stamp.

If the document fails the check, we will send you an email stating the reasons for rejection. After that, you will be able to upload another image that meets the requirements and go through verification again.

Having trouble uploading documents, or is processing taking longer than expected? Please go to the Address verification article to create a ticket with details for our support operators to look into.