Find your message received from our AI system after quick review on each eKYC stage.
| Stage | Message | Description |
|---|---|---|
| Pre-stage | This account has already been approved by KYC. | Your email account has already passed eKYC—no need to resubmit. Generally, most eKYC service providers do not allow multiple KYC-approved accounts per user. |
| This account has already been rejected by KYC. | Your eKYC submission under your email account was previously rejected. Please review the rejection reason and try again with the correct documents. If you wish to know what seems to be causing your submission keep being rejected, please refer to this article. | |
| KYC issued in blacklisted countries will not be accepted. | Documents from restricted countries are not allowed. Please submit an ID issued by a country that is approved.
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| ID photo stage | The ID information must be clearly visible. | Ensure that all text and numbers on your ID are visible in the photo. Various reasons could cause this. |
| All four corners of the ID card must be visible. | Make sure the entire card, including all corners, is within the frame. This message may appear when you took a photo of your ID card too closely. | |
| The ID card must not be obscured. | Do not cover any part of the ID with fingers or other objects. This message may appear when a part of your ID document is covered, making some of the key information unidentifiable. |
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| The front and back of the ID do not match. Please try again with one ID card. | The front/back sides must be from the same ID card—please resubmit correctly. | |
| The ID has expired. Please try again with a valid ID. | Use an ID that’s still valid. Expired documents cannot be accepted. | |
| The name information on the front and back of the ID does not match. Please try again with one ID card. | The name on both sides must match exactly; please resubmit from the same ID. | |
| The birthdate information on the front and back of the ID does not match. Please try again with one ID card. | The birth date must match on both sides of the same card—resubmit correctly. | |
| Failed to detect the expiry date of the ID. Please take a clear photo of the ID. | We couldn't read the expiry date—please retake a clear, well-lit photo. | |
| Failed to detect the issue date of the ID. Please take a clear photo of the ID. | The issue date wasn’t visible—make sure the photo clearly shows it. | |
| Failed to detect the birthdate of the ID. Please take a clear photo of the ID. | The birth date wasn’t detected—ensure it's visible and clear in your photo. | |
| Failed to detect the document number. Please take a clear photo of the ID. | Document number is unreadable—please retake with better clarity. | |
| Failed to detect the personal number. Please take a clear photo of the ID. | ID number not found—ensure that field is legible in the image. | |
| Failed to detect the name. Please take a clear photo of the ID. | Name on your ID is not clear—take a sharper photo. | |
| Please retake the ID photo without glare. | Glare is affecting visibility—try again under softer lighting. | |
| Please try again with the actual ID. Captured screens are not allowed. | We need a photo of the real ID—not a screenshot or screen photo. | |
| Please try again with the original ID. | Please use the physical ID card rather than a digital copy. | |
| ID issued in blacklisted countries is not allowed according to policy. | IDs from restricted countries are not accepted under policy. | |
| Failed to recognize MRZ. Please take a clear picture of the MRZ. | Machine-readable zone is unreadable—retake photo focusing on MRZ section. | |
| The barcode must be clearly displayed on the ID. | Ensure the barcode is fully visible and in focus in the photo. | |
| Invalid ID. Please use a different one. | Your ID was not accepted. Please submit a different, valid ID. | |
| Please retake the ID photo. | The photo wasn't sufficient—please retake following the guidelines above. | |
| Selfie photo stage | The face must be clearly visible. | Your face should be fully visible and centered in the selfie. Various reasons could cause this. |
| The face must be sharply visible. | Avoid blurry selfies—your face should be in sharp focus. | |
| The face must not be covered. | Ensure nothing (hair, glasses, mask) obscures your facial features. |