What are the common reasons for denial of a document verification?

Identity verification:

• The ID document has expired.
• The type of ID document is not supported. Operators accept driver's licenses, national ID cards, or passports (except for U.S. residents). Any other forms of identification are not accepted.
• The ID document is expiring soon. Your ID document should have at least 30 days of validity remaining between the date of submission and the expiration date.
• The ID document is damaged or worn. If your ID document is damaged or worn, it cannot be accepted.
• Blurry photos. Please ensure the photos are clear, and all four corners of the ID document are visible. Any glare or blurriness may result in the system rejecting it.

 

Confirmation of address verification:

• The name on the document does not match the account. Operators can only accept documents with your name on them. Documents of your spouse or family member will be rejected.
• The image is a screenshot. Operators can accept screenshots or images of a computer/phone screen with the document. We accept PDF files of digital statements or photos of original documents.
• The address does not match the account. The document confirming the address should have your address on it. The file should contain the address you provided when placing the first order.
• The document is too old or does not have a date of issue. Operators need to ensure that the document was issued within the last 3 months. A document without a date of issue will not be accepted.
• The document type is not supported. Operators do not accept medical bills, mobile phone bills, purchase receipts, or other invoices. Operators accept utility bills, bank or credit card statements, tax invoices (dated within the last 3 months), or other government-issued statements or certificates.
• The document is folded or in an envelope. All four corners must be visible.

 

Selfie with card verification:

• Necessary information is missing. The image does not show the first 6 and last 4 digits, or the name of the cardholder is not displayed. Operators need to see both the card number and the name on the card.
• The image is too blurry. Please ensure that your image is clear and all information is legible.
• Your face is not in the selfie. Please provide a selfie with the card used for the purchase.
• The device or card number is not associated with your purchase.