Why has my ID submission been rejected?

We are sorry to hear that your submission has been rejected. To help you figure out why, we’ll go over the most common reasons this can happen.

Verifying your identity helps prevent fraud and ensures that no one, except you, can use your payment information.  If the documents you provided are not valid or don’t match the other personal identification information, your submission will be rejected.

In most cases, prior to being rejected, we’ll reach out to make sure we’ve got all the proper information from you.

We may contact you because:

  1. There is a problem with the ID you’ve submitted.
  2. The information on the ID doesn’t match the personal information provided.
  3. There is a problem with your video.
  4. The video you have submitted does not match the photo on your ID.

If we’re unable to resolve the conflicting information, we will have to reject your submission. If rejected, you’ll be unable to repeat the ID verification process or use our exchange through the same wallet.

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