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?