Why verifications get rejected and what to do.
Most rejections are documentation problems. Here are the usual causes.
Image quality
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Blurry, dark or cropped photos. Retake in daylight, flat on a plain surface, with all four corners visible and nothing cut off.
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Glare across the ID. Turn off the flash and angle away from direct light.
Name mismatches
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ID name doesn't match what you typed. Enter it exactly as printed, including spelling and word order.
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Bank account name doesn't match your ID. The account must be in your own name. We can't pay out to someone else's account, including a family member's.
Document problems
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Expired ID. Renew it and resubmit.
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Only part of the document visible. All edges must be in frame.
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Selfie doesn't clearly show both you and the ID. Both need to be legible in one photo.
Address problems
- Mismatched address components. Use the address finder so subdistrict, district, province and postal code agree with each other.
Bank problems
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Bank book photo doesn't show name and account number together. Capture the page where both appear.
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Account number typo. Check digit by digit.
Resubmitting
Fix what was flagged and submit again. There's no penalty for resubmitting.
Still rejected after fixing
Contact support. If there's something unusual about your documents — a legal name
change, for instance — we can handle it manually.