Possible reasons for automatic rejection:
- Expired document: The document submitted is no longer valid.
- Selfie did not recognize the face: the system was unable to identify the face in the image.
- Data does not match: the information in the document does not match the data registered in your account.
- Poor image quality: The document or selfie is blurry, cropped, or unreadable.
- Invalid document: the type of document sent is not accepted (e.g. student ID).
How to fix the problem?
Upload a new document or adjust the submission:
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- Take a new photo or upload the requested document.
- Make sure all data is legible and visible.
- For the selfie, follow the positioning and lighting instructions to ensure your face is clearly recognizable.
Tips to avoid new problems:
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Document:
- Use a valid and time-bound document.
- Make sure the document is clean and free from visible damage.
- Take the photo in a well-lit, glare-free location.
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Selfie:
- Make sure your face is fully framed and visible.
- Remove accessories that may cover your face (sunglasses, hat, etc.).
- Use a well-lit environment to avoid shadows.
If you're still not able to verify your account, please contact us through one of our support channels. Kindly provide a clear photo of your ID, along with a selfie where you are holding the ID and all information is clearly visible.
⚠️ Remember: correct document validation is essential to unlock all the features of your account.