Overview
If your verification is not approved on the first attempt, don't worry — this is common and usually easy to fix. This article explains the most common reasons and how to resubmit successfully.
There is no limit to how many times you can resubmit your verification. Take your time and get it right.
Step-by-step instructions
Follow the steps below to complete this process:
Most common rejection reasons
- Photo unclear — blurry, glare, poor lighting, or corners cut off.
- POR too old — the document must be issued within the last 3 months.
- Name mismatch — the name on your document doesn't match your account.
- Address mismatch — your POR address doesn't match the address entered in Profile Information.
- Wrong page uploaded — e.g., only one side of a two-sided ID.
- POI expired — your identity document has passed its expiry date.
- POI expiring soon — your identity document expires within the next month (must have at least 1 month of validity remaining).
- Screenshot instead of original — screenshots of app screens or web pages are not accepted.
- Photocopy uploaded — photocopies of original documents are not accepted.
- Corporate: missing company document — one of the 8 required documents wasn't uploaded.
- Corporate: incomplete shareholder list — not all shareholders and directors were added.
How to resubmit
- Check your email — our team usually explains the specific reason.
- Retake or gather a new document that meets the requirements.
- Log in to your Dashboard.
- Go to Menu, then Verification.
- Upload the corrected document(s).
- Resubmit your verification.
Troubleshooting
If you run into issues, the most common causes and fixes are listed below.
The rejection reason in the email is unclear to you
- Contact Customer Experience via live chat. The team will explain the specific reason and guide you to a successful resubmission.
You have resubmitted multiple times and keep getting rejected
- Contact Customer Experience via live chat. The team can review the specific issue with you and provide personal guidance.
Your POI is expiring within the next month
- Provide a different valid document with more time before expiry (e.g., a passport if your driver's license is expiring), or renew your current document before resubmitting.
Frequently asked questions
Q: Is there a limit to how many times I can resubmit?
A: No. There is no limit — take your time and get it right. Following the document quality tips will maximise your chances of first-time approval on the next attempt.
Q: Will my account be closed if my verification is repeatedly rejected?
A: No. Your account remains open. You simply cannot deposit or trade until verification is approved. Contact Customer Experience if you need personal help.
Q: Do I have to redo the whole verification, or just the rejected part?
A: You only need to correct the specific section that was rejected — usually a single document — and resubmit. Your other information remains saved.
Q: I fixed the document but my status still says Rejected — did it not go through?
A: Verify that your resubmission was actually submitted (not just uploaded but not submitted). If in doubt, refresh the page and confirm the status. Contact Customer Experience if it doesn't update.
Related articles
- How to take clear document photos to avoid rejection
- Accepted Proof of Identity documents and requirements
- Accepted Proof of Residence documents and requirements
- Verification review times and how to check your status