Your uploaded identity file was not approved.
Common causes
Photo is blurry, has glare, or edges are cropped off.
Document is expired (passport with < 6 months validity, ID past expiry date).
Selfie does not match the photo on the document.
Document type is not supported (we accept passport, national ID, or driver’s licence only).
Name on the document differs from the name on your trading account.
What to check before re-submitting
Retake the picture in daylight; switch off flash.
Keep all four corners of the document inside the frame.
Verify the expiry date is still valid for at least six months.
Make sure your selfie and the document photo show the same face.
Open Settings → Identity Verification and confirm the name field matches the document exactly.
Save the file as JPG or PNG under 5 MB.
Expected timeframes
Automated review is usually complete within 15 minutes. If manual review is triggered, the queue is cleared within one business day.
When to open a ticket
If the second upload is also rejected, open a case and attach the rejection email so the team can match the exact error code.
Path: Tengo un problema → Verificación KYC