If your document was automatically rejected, you will need to resubmit the same document or a new one, depending on the reason for the rejection.
Possible reasons for automatic rejection:
- Expired document: The submitted document is no longer valid.
- Selfie did not recognize the face: the system could not identify the face in the image.
- Data doesn't match: The information in the document doesn't match the data recorded in your account.
- Low-quality image: 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?
Submit a new document or adjust the submission:
-
- 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 that your face is clearly recognized.
Tips to avoid new problems:
- Document:
- Use a valid and timely document.
- Make sure the document is clean and without visible damage.
- Take the photo in a well-lit place with no reflections.
- 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.
I need additional help. What to do?
If, even after fixing the problem, your document continues to be rejected, please contact our customer support. They will be able to walk you through the next steps and manually check the reason for the rejection.
⚠️ Remember: the correct validation of the document is essential to unlock all the features of your account.