Why didn't my identification pass the verification process?

There are a few reasons why your ID might have been turned down. Here's a breakdown of common problems:

• Unclear Picture: If the image of your ID is fuzzy, too dim, too bright, or has reflections that hide important information, it won't be accepted.
• Wrong Kind of Document: We only accept certain types of IDs that meet our requirements. For instance, an ID that has run out, a copy, or an ID from a country we don't support will be rejected.
• Information Doesn't Match: If the details on your ID, like your name or birthday, don't match what you entered when you signed up, the verification will fail.
• Damaged or Altered ID: If your ID is ripped, broken, or looks like it's been changed, we can't accept it.
• Picture of a Screen: Taking a picture of your ID displayed on another device, like a computer or another phone, isn't allowed. You need to use the actual physical ID.
• Possible Fraud: If anything looks suspicious, like edited pictures or inconsistent information, your ID will be rejected.
• Connection Problems: Issues with your internet connection or if the process was interrupted can also cause the verification to fail.

How to fix it:

To make sure your ID gets accepted, use a valid, undamaged ID with clear, well-lit photos. Use the actual physical ID, not a picture of it on a screen. Double-check that all the information you provide matches your ID exactly. Try the process again with a steady internet connection. 

If you keep having problems, get in touch with our App support team. They can give you specific help with your verification.