If your documents are rejected, it’s usually due to one of the following reasons:

Blurry, Cropped, or Poor-Quality Images

• All information must be clearly visible. Documents that are blurry, too dark, too light, or have parts cut off can’t be accepted.
• Tip: Use good lighting and take the photo head-on—no angles or filters.

Expired ID

• Only valid, government-issued identification (such as a driver’s license or passport) is accepted. Expired IDs won’t be approved.

Incorrect Document Type

• If we request a proof of address (like a utility bill or bank statement) and you send an ID—or vice versa—the submission may be rejected.
• Note: Screenshots or edited files are also not accepted.

Missing Required Information

• Make sure your document displays all necessary details, such as:
  • Full legal name
  • Date of birth (for ID)
  • Full residential address (for proof of address)
  • Date of issue (for most documents)

Document Doesn’t Match Your Account Information

• If the document doesn’t match your account details (for example, a different name or address), we may request clarification or updated documentation.

Even if your account has already been verified, we may need updated or additional documentation for several reasons:

Changes to Your Account

• Any major changes—like updates to your name, address, payment method, or phone number—can trigger a new verification request to help keep your account secure.

Regulatory Requirements

• As a licensed platform, we are required to ensure your identity and details remain valid and current. These checks help us comply with Know Your Customer (KYC) and anti-fraud regulations.

Verification Time Limits

• Previously-submitted documents might have expired or too much time may have passed since the original verification.

Security Reviews or Activity Checks

• For unusual activity, large withdrawals, or other security reviews, we might ask for updated documents to help protect your account.

System or Process Updates

• Platform updates or issues during initial verification could require you to resubmit documents, just to keep your account details accurate.

We’ll always let you know which documents we need and how to upload them securely. You’ll receive requests via:

• The "Confirm My Details" section in your My Account area
• Email notifications sent to your registered email address