Overview
If you're experiencing technical issues while trying to verify your account — a document that won't upload, a file that's too large, a form that won't submit, or a Verification page you can't access — this article walks through the most common fixes.
Step-by-step instructions
Follow the steps below to complete this process:
General first steps
- Refresh the page.
- Try a different browser — Chrome or Firefox usually work best.
- If on mobile, try switching to a desktop browser (or vice versa).
- Clear your browser cache and cookies.
- Confirm you're logged in to the correct Dashboard.
Document will not upload
- Refresh the page and try again.
- Try a different browser.
- Check the file format — use JPG, PNG, or PDF.
- Clear your browser cache.
- Try uploading from a different device.
File is too large
- On mobile, use your phone's camera at standard resolution (not "High" or "RAW").
- On desktop, use an online image compressor to reduce the file size.
- If it's a PDF, try uploading as a JPG instead.
- Retake the photo in a lower resolution setting.
Form will not submit
- Confirm every required field is filled in.
- Confirm you've accepted the Terms and Conditions.
- Check that both POI and POR are uploaded.
- For corporate: confirm all 8 company documents are uploaded and all shareholders are added.
- Refresh the page and try again.
Cannot access the Verification page
- Confirm you're logged in to your Dashboard.
- Refresh the page.
- Try a different browser.
- Use the direct link: https://portal.ingotbrokers.com/en/verification.
- If you can't log in to your Dashboard at all, see the password / login articles.
Troubleshooting
If you run into issues, the most common causes and fixes are listed below.
None of the above steps worked
- Contact Customer Experience via live chat. Please share which browser and device you're using, and describe exactly what happens (e.g., what error message appears, or where the process fails).
You cannot log in to your Dashboard at all
- This is a login issue rather than a verification issue. See the password reset and login troubleshooting articles for help.
Frequently asked questions
Q: Which browser should I use?
A: Chrome and Firefox usually work best. Make sure your browser is up to date. Very old browsers may not fully support all features of the Verification page.
Q: Do I need to allow cookies?
A: Yes. The Verification page requires cookies to keep you logged in and save your uploads. If you've blocked cookies for INGOT domains, unblock them and try again.
Q: Can I use the mobile app to verify?
A: Verification is completed via the Client Portal at https://portal.ingotbrokers.com/en/verification. Access this from any browser — mobile or desktop.
Related articles
- How to complete Individual Account Verification (KYC)
- How to complete Corporate Account Verification (KYC)
- How to take clear document photos to avoid rejection
- What to do if your verification is rejected