There are various reasons why your verification may be rejected. If this happens, you'll get an email or a push notification with the explanation and your next steps. You can always find these reasons and instructions on the web identity verification page and in the app verification section.
Possible rejection reasons:
- ID issues
- Incomplete/unclear ID
- Missing the back or the front of ID
- Indirect ID copy (screenshot or photo of another image)
- Incorrect ID
- Expired ID
- Selfie issues
- Incomplete/unclear selfie (screenshot or photo of another image)
- Non-visible face
- Different Level 1 and ID info
- ID number
- Date of birth
- Make sure that the entire ID is visible in every picture (e.g. if you are submitting a driver’s license, make sure the entire ID is visible front and back). That means no cut-off images, no fingers covering part of the image, no lens-flares, and no fluffy pet paws in the image.
- Make sure the entire ID is clear and the text is legible. We need to be able to verify many different features of your ID and we can only do that if the entire ID is clearly visible.
- Make sure your face is visible and not in shadow. Face the camera head-on at eye-level.
- You've submitted information, but there was an issue. We were unable to read it, process it, part of it was missing, or we require additional, differentiating information. These situations tend to be case specific and we'll contact you with the details.
- You have a common name, or your name or other information are similar to what we are required to track by regulation. We processed your information, based on what was provided, but we're required to collect even more differentiating information.
- The entity you are applying for has a complex ownership structure, for which we've been unable to obtain the required background information. We'll need more info regarding the entity, its owners, and directors (including parent companies), because we need to conform with ID verification requirements.
- You have identified yourself (or have been identified) as a Politically Exposed Person (PEP) in certain jurisdictions. Definitions for PEPs differ by regulation based on your jurisdiction, but most definitions include that PEPs are “heads of state or government, senior politicians, senior government, judicial or military officials, senior executives of state owned corporations, important political party officials, their family members, and close associates.” We'll need to know what function you hold, or held, that identifies you, or your relative or associate as a PEP, as well as other circumstances surrounding the PEP identification.
- We've received information giving us the indication that you are located in a jurisdiction where we currently don't or aren't allowed to operate. While we regret not being able to provide you with a service offering, we continue adding new service areas to our list. Check the full list on the Licenses page.
- We've received information indicating that you (or key members of your company) fall outside of permissible parameters for clients in the jurisdiction in which you are located. Different jurisdictions have different client guidelines (for example, not accepting minors as clients, or entities operating in particular industries) and because we want to stay operational, it's important to maintain these guidelines. Please refer to our Terms of Service for additional information.
- You appear to have applied for multiple accounts. While we understand that you may have a reason for wanting to split your assets across different accounts on our platform, multiple accounts for the same client are a violation of our Terms of Service. Note that this prohibition doesn't apply to individual and entity accounts. An entity (ABC Corp, with key member CEO) and the individual (Mr. or Mrs. CEO) can both apply. Please refer to our Terms of Service for additional information.
- Your documentation is invalid, for example, your passport has expired, or the operating status of the entity you are applying for is invalid. While this is often an oversight on the part of the applicant, we're unable to recognize expired or invalid documentation.
- Many steps go into the client verification process on our end, as required by regulation and our internal guidelines. Many of these steps require hard fail-points, meaning that if we can't positively complete these steps, we aren't permitted to move forward with the client relationship.