Why did my identity verification fail or was denied?

Modified on Wed, 14 Dec 2022 at 04:51 PM

There could be several reasons you did not pass the identity verification process with our third-party partner, Sum&Substance.
The most common reasons for a failed verification are the following: 
  • The document type is not supported
  • The document is expired or damaged
  • The document has been edited
  • Images are bad quality, taken in a poorly lit room, and impossible to read
  • The picture is a screenshot (it may only be a picture, or the file must be PDF)
  • The uploaded document belongs to someone else
  • The user is underaged (under 16)
  • Does not contain the full name and full home address (including street name and number)
  • Document used for proof of address is older than 3 months
  • An excessive amount of files uploaded (spam)
You can read more about the entire process and exactly which documents are accepted in this article: How do I pass the identity verification?

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