Support

Having trouble with verification? Don’t worry – our system will tell you exactly why your verification wasn't accepted and how to correct it! If you have more questions we'll break down some reasons your document might have been rejected, so you can breeze through next time.

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Expired Documents We all know that time flies – but documents? Not so much! If your ID or driver’s license is expired, it won’t pass. Keep it current for smooth sailing through the verification process.

Wrong Document Type Unfortunately, we can only accept certain types of documents. Stick with a valid ID card or driver’s license – anything else is a no-go. We know it’s a little strict, but rules are rules! 😅 ​

1. Expired Documents We all know that time flies – but documents? Not so much! If your ID or driver’s license is expired, it won’t pass. Keep it current for smooth sailing through the verification process.
2. Wrong Document Type Unfortunately, we can only accept certain types of documents. Stick with a valid ID card or driver’s license – anything else is a no-go. We know it’s a little strict, but rules are rules! 😅 ​
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Blurry Photos If your images are a little fuzzy, the system will ask for a do-over. Take a little extra time to ensure your photos are sharp, clear, and well-lit for the best results.

Damaged or Unreadable IDs We need to be able to read your ID clearly – both text and numbers should be fully visible. If your ID has seen better days, you might need to update it for verification.

Liveness Test Trouble The Liveness Test is important, photos or old snaps wont cut it. If your Liveness Test was snapped from a screen or an old photo, the system will flag it. Follow the SumSub guide, take a fresh selfie with your physical ID, and you’ll be golden.

Already Have an Account? If you’ve tried to verify and already have an account with us, you’ll need to get in touch with our support team. We’re all about keeping things tidy, so only one account per person. Our team will help you sort it out!

1. Blurry Photos If your images are a little fuzzy, the system will ask for a do-over. Take a little extra time to ensure your photos are sharp, clear, and well-lit for the best results.
2. Damaged or Unreadable IDs We need to be able to read your ID clearly – both text and numbers should be fully visible. If your ID has seen better days, you might need to update it for verification.
3. Liveness Test Trouble The Liveness Test is important, photos or old snaps wont cut it. If your Liveness Test was snapped from a screen or an old photo, the system will flag it. Follow the SumSub guide, take a fresh selfie with your physical ID, and you’ll be golden.
4. Already Have an Account? If you’ve tried to verify and already have an account with us, you’ll need to get in touch with our support team. We’re all about keeping things tidy, so only one account per person. Our team will help you sort it out!

Still unsure? Our support team is here 24/7 to guide you through every step of the process. Reach out anytime – we’re happy to help!

Common Hiccups:

Other Possible Reasons: