Troubleshooting Verification Issues on Blockchain.com Pay
If you've encountered an issue during the identity verification process, this support article is here to help you troubleshoot the problem. Please review the checklist below to ensure that all requirements are met for a successful ID verification.
Checklist for ID Upload:
- Validity of ID: Ensure that your ID is currently valid and not expired.
- Condition of ID: Your ID should not be damaged or tampered with.
- Visibility: The photo of your ID must be well-lit without any glare that could obscure information.
- Focus and Frame: The ID should be in focus, fully visible, and all four corners should be within the frame of the photo.
- Nationally-Accepted ID Confirmation: The ID must be from your country of residence and issued by the official authority of your country.
- Photo Correspondence: The photo on the ID must clearly match your face in the selfie or facial check video.
Additional Tips:
- Capture the Entire Document: When taking a photo of your ID, do not cut off any corners or sides. The entire document should be visible.
- Original Documents: Be sure to use the original document. Photos of copies, printed scans, or digital displays will not be accepted.
- Browser Compatibility: Use Google Chrome for the most reliable performance during the upload process.
- No Interferences: Ensure that the app or phone you are using does not add any watermarks, logos, or other marks to the ID photo.
- Clear Information: Do not cover any part of the ID so that all text and photos are clearly visible.
- Background: Use a plain background when taking a photo of your ID to avoid any distractions or additional elements that could be mistaken for part of the ID.
If you've checked all the above and are still experiencing issues, please consider the following steps:
- Update Your Browser: Ensure that you have the latest version of Google Chrome.
- Clear Your Browser Cache: Sometimes, clearing your browser's cache can resolve upload issues.
- Restart Your Device: A simple restart of your device can often fix temporary glitches affecting the upload process.
- Contact Support: If problems persist, reach out for help via the Support Center.
We appreciate your cooperation and are here to help ensure that your verification process is completed smoothly.