Why Your KYC Failed: Understanding Verification Rejections and Getting Approved

If your identity verification attempt recently ended in rejection, you’re not alone. Millions of users go through this process, and many encounter obstacles on their first try. Understanding what went wrong and how to fix it is your path forward. When your kyc failed status comes back, the trading platform will notify you via email with specific details about why your application was denied. Rather than giving up, this is an opportunity to understand the verification requirements and resubmit with the correct information.

How to Check Your Verification Status

The first step after submitting your identity documents is knowing where to look for your result. After completing the verification process, you’ll receive an email notification with the outcome. This system-generated email contains the specific reason for any rejection. It’s important to know that replying to this email won’t help—it’s automated and monitored by systems, not support staff.

Alternatively, you can access your verification result directly from your account’s Identity Verification page. There’s a question mark icon that will reveal more details about your application status and any issues identified. This gives you immediate access to understand why your kyc failed without waiting for email.

Common Document Issues Behind Verification Failures

The majority of kyc failed cases stem from problems with the documents themselves. Let’s break down the most frequent document-related issues and how to address them:

Invalid or Unclear Identity Documents

Your identity document must display three critical pieces of information clearly: your full name, date of birth, and document validity date. If any of these are illegible, missing, or incorrect in your profile, the system will reject your submission. Additionally, the platform needs to see your face photo within the document—whether it’s a passport, national ID, or driver’s license. If you’re uploading a passport, confirm it contains your signature, as this is a required security feature.

The solution is straightforward: ensure your document’s corners are all visible in your photo, the text is sharp and readable, and your facial features are clearly distinguishable. If using a passport, double-check that your signature is present before uploading.

Accepted identity documents include:

• Passport
• National Identity Card
• Residence Permit
• Driving License

Documents that won’t be accepted:

• Student Visa
• Working Visa
• Travel Visa

Poor Quality Photos of Documents

Beyond just missing information, the quality of your document image matters enormously. Blurry, cropped, or masked photos will be rejected. Many users accidentally submit partial images or screenshots rather than clear photos of the actual document.

To fix this: take a fresh, clear photo of the entire document in good lighting. Make sure all four corners are visible and no parts are cropped out. Never use screenshots or edited images—upload the original file or a direct color photograph. Black and white photocopies are not acceptable; the platform requires color images.

Address Verification Hurdles

If your kyc failed because of address proof issues, it’s often one of these problems: the submitted document shows someone else’s name instead of yours, you used an unacceptable document type, or the address document is expired or from a restricted region.

Your residential address proof must clearly display your full name and complete address. Additionally, your address documentation (unless it’s also serving as proof of identity) must be recent—dated within the last three months. Documents older than this will be rejected.

Acceptable address proof includes:

• Utility bills (electricity, water, gas)
• Official bank statements
• Government-issued residential proof
• Internet, cable, or phone bills
• Tax returns or council tax bills
• Identity documents that also contain address information

Documents that don’t work for address verification:

• Mobile phone statements
• Tenancy agreements
• Insurance documents
• Medical bills
• Bank transaction slips
• Company referral letters
• Handwritten receipts

Technical Document Problems

Sometimes the rejection relates to file format or document condition. Damaged documents, expired identity papers, or papers submitted in unsupported languages will cause rejection. Similarly, if the system detects you’ve submitted a screenshot instead of an original document, it will flag this as problematic.

Ensure your uploaded file is an original PDF or clear color photo—not edited, filtered, or processed through photo software. If your identity document has expired, it’s no longer acceptable. For documents in unsupported languages, submit an international passport or a document with Latin-character text instead.

Face Recognition and Biometric Matching Issues

Beyond documents, the platform conducts face recognition verification, and this is where many verifications fail. The system compares your submitted documents’ face photos with a live selfie you provide during the verification process.

Why Face Matching Fails

The most common reason kyc failed at the biometric stage is that the faces don’t match. This could happen if the system detects the document belongs to someone else, if your facial features aren’t clearly visible in either image, or if multiple people appear in your selfie frame (which is strictly prohibited). Additionally, poor quality selfies—captured in low light, with motion blur, or with facial features obscured—will cause rejection.

To successfully complete face recognition: ensure your document’s face photo is clear and matches your current appearance. During the live selfie, center your face in front of the camera in good lighting. Follow the on-screen instructions to slowly turn your head around the circle shown in the frame. Take your time and avoid shaking or positioning yourself in dark environments.

Account Compliance and Restriction Issues

Sometimes kyc failed because of factors beyond document quality. These relate to account compliance and platform policies.

Multiple accounts: If the system detects that you’ve already verified another account using the same ID documents, your new application will be rejected. The platform allows only one verified account per person. If this applies to you, keep your previously verified account active.

Excessive submission attempts: If you’ve submitted invalid documents more than five times within a 24-hour period, your application will be temporarily denied. In this case, wait another 24 hours before attempting again. This prevents abuse and gives you time to properly prepare your documents.

Service availability in your region: Some countries and regions have restricted access to the platform’s services. If the system detects you’re submitting from a restricted country, your application will be denied regardless of document quality. You can check the list of restricted countries in the platform’s help center.

Age requirements: Users must be at least 18 years old to maintain an account and trade. If the system identifies you as below the minimum age requirement, your verification will be denied.

How to Resubmit After Your KYC Failed

Once you understand what went wrong, the resubmission process is your chance to get it right. Before trying again, carefully review all the requirements listed above and gather your documents strategically.

Preparation checklist:

• Verify your profile information (name, date of birth) matches your documents exactly
• Have your identity document ready in clear, color photo format
• Prepare your address proof (dated within three months if separate from ID)
• Set up in a bright, well-lit area with a clean background
• Test your camera and ensure it captures clear images
• Have good internet connectivity

When you’re fully prepared, return to your account and click “Verify Now” to restart the process. After resubmission, you’ll receive your result within 15-20 minutes in most cases.

Important notes: If you don’t see the verification email within this timeframe, check your junk or spam folder first—sometimes legitimate platform emails get filtered. You can whitelist the platform’s domain in your email settings to prevent this. If the email still doesn’t appear, it’s possible your profile violates the platform’s terms of service, such as being from a restricted region, being underage, or flagging a high-risk profile.

Getting Support When KYC Failed Attempts Continue

If you’ve resubmitted multiple times and your kyc failed status persists, or if you believe the rejection was in error, you have options. Contact the platform’s live chat support team for real-time assistance, or submit a formal appeal through their support ticket system. Provide detailed information about your situation, and the team will review your case and respond as soon as possible.

The verification process exists to protect both users and the platform. While rejections can be frustrating, they’re usually fixable with the right information and preparation.