Save the exact rejection message before changing anything. A blurred image, an unsupported document and a residence restriction need different responses. Re-uploading the same file does not resolve a requirement it failed to meet.
Identify the type of rejection
| Message concerns | Check |
|---|---|
| Blur, glare or cropped edges | Retake the original document with all details readable. |
| Unsupported or incorrect document type | Compare the selected type with the available list. |
| Expired or outdated evidence | Provide a current document within the requested window. |
| Personal information mismatch | Compare the form with the submitted document. |
| Region unavailable | Check the entity's service eligibility rather than retaking the photograph. |
The official identity-verification guide sets out document, information and face-verification steps. Your account's message identifies the application that needs attention.
Check whether the original is readable
Use even light, a plain background and the full original document. Keep fingers away from printed details. Review the image at full size before submitting; a clear portrait is not enough if the number or expiry is blurred.
Turn off filters and beauty effects. If text is lost to glare, change the lighting or angle and retake the photograph; if an edge is cut off, widen the frame. One image can have both problems, so check all four edges as well as the text. Image enhancement cannot recover details that were never captured.
Document-scanning apps and messaging services may crop or compress images automatically. Use the original camera file where the flow permits it, and follow any requirement for an in-app live capture. Avoid photographing another screen.
Distinguish a failed upload from a rejected application
A file-upload error and an identity-review rejection occur at different stages. If the page reports an unsupported file type, a missing upload or a camera permission problem before submission, first resolve that technical step; the identity document itself has not been rejected. If the account shows a submitted application with a rejection reason, use that reason and the associated application record.
Record which stage failed: opening the camera, capturing a document, uploading a file, completing the face check or receiving the review result. That detail makes a support request more useful than “KYC does not work.” It also prevents needless changes to identity information when the immediate problem is that the required image never reached the application.
Confirm the selected document type
The accepted list depends on the verification flow and residence information. A driver's license or residence card cannot be uploaded as a passport merely because it contains a photograph.
If the requested type is missing, identify an accepted document you can supply. The document-preparation guide explains the difference between an ID photograph, passport information page and additional evidence.
Check every required address detail
Read the accepted proof types and issue-date window. The issuer, your name, address and date should be visible. A clear old statement can still fail a recent-document requirement.
Use evidence in the required name, rather than a bill addressed to someone else or a screenshot showing only an account balance. If an encrypted PDF previews as blank, obtain an accessible copy in an accepted format without changing its substantive contents.
Resubmit a corrected application
When the status says rejected, change the item named by the message and follow the resubmission process. When it says under review, follow that application's status and any request for more information.
Do not purchase a service that offers to pass identity checks for you. It exposes sensitive documents to a third party, and the account may not end up under your control.
A hypothetical correction log
| Observed result | Change made | What remains to verify |
|---|---|---|
| The back of the card is cropped in the preview | Retook the same current card with all edges visible | The new back image appears in the correct upload slot |
| The address statement falls outside the requested date window | Obtained a more recent statement of an accepted type | Issuer, name, address and date meet the actual request |
| The message only says verification was unsuccessful | Saved the message and application time | Official support identifies which requirement needs attention |
The log ties one change to one identified problem. It does not promise that solving that problem will automatically approve the whole application. A later review may identify a separate missing item. Follow that new request, while retaining enough information to distinguish it from an old notification about the previous submission.
Use valid documents and the requested supplementary files
Check the printed expiry date rather than the age or quality of the saved photograph. Do not combine sides from an old and a new card. If the flow has an additional validity requirement, check that too.
Supplementary evidence means the items actually requested, such as proof of address or a specified photograph. Extra visa pages, tickets or unrelated certificates do not fix an incomplete primary document.
Match the form to the document
Compare the name, document number, issuing country and other requested fields with the original. Follow the form's rules for middle names, punctuation and transliteration. Do not invent an English spelling to make a field look more familiar.
If you have changed your legal name or received a new document, use the official information-update process. Read whether new photographs or additional evidence are required before resubmitting.
Ask support about the unresolved requirement
Use the official account help channel and include the rejection text, application time and what you changed. Do not put passwords, one-time codes or authenticator secrets into the request.
Make the question specific enough to answer
A useful request describes the unresolved requirement: “The application submitted at this time reports an address-document issue. The current page lists this document type, but I cannot tell which date field it requires. Please identify the requirement I need to correct.” Replace those placeholders with your real observations. There is no need to claim that a document must be accepted because another person used the same type.
If support asks for an attachment, use the official upload route and follow the stated evidence requirements. Do not alter the document's contents to remove the feature being checked. Conversely, do not publish the whole document in a public forum to ask for troubleshooting. A general question can usually describe the error without exposing the document number, home address or photograph.
When an email and the account show different states
Check the application time and the stage named in each message. An email may concern an earlier attempt, while the account shows a later submission under review. Keep both messages and ask support which record is current if you cannot reconcile them. Do not restart verification solely because an old rejection notification arrived after you corrected and resubmitted the application.
Verification approval also should not be used as a universal explanation for every later account error. If identity review is complete but a particular payment or withdrawal remains unavailable, read that feature's own message. It may need a separate eligibility, security or transaction check. Returning to the document-upload step without such a request can create confusion without addressing the actual restriction.
A message asking for another upload should also appear in the official verification flow. Open the account yourself to check it rather than following an unexpected private link. If the issue is a service restriction, refer to the region guide; changing the network does not replace an eligibility requirement.
Does a rejection close the account?
No. A rejection on its own does not close the account. Follow the stated reason and available resubmission process; a service-eligibility restriction requires a separate check.
Can someone else take the photo and submit for me?
The document and face verification must identify the account holder. Do not use a stand-in or give sensitive identity files to an unofficial verification service.