Even though the verification process is designed to be smooth and mostly automated, users sometimes face difficulties. Below are the most frequent ones, with explanations and tips on how to resolve them.
SMS with confirmation code doesn’t arrive
Network delays, incorrect number format, or restrictions from your mobile operator can block delivery. Check if the phone number includes the correct country code, ensure your phone can receive SMS (not in airplane mode or blocked in roaming), wait a few minutes, or request a resend in the app.
Email confirmation code not received
Spam filters or typos in the email address are common causes. Check your spam/junk folder, verify the spelling of your email, or try a different secure mailbox if the issue repeats.
Document photo is rejected
This happens if the image is blurry, cropped, or unreadable. Retake the photo in good lighting, make sure the whole document fits into the frame, and hold the camera steady.
Unsupported or expired document
Expired IDs or documents that are not accepted (like driver’s licenses) will be rejected. Use a valid passport or national ID card that is still within its validity period.
Selfie verification fails
Poor lighting or unclear facial details prevent the system from matching the selfie to the document. Face the camera directly, remove glasses, masks, or hats, and avoid strong light sources behind you.
Auto-filled data is incorrect
Sometimes the app misreads details from your document. Carefully check all pre-filled fields such as your name, date of birth, and address. Correct them manually before submission.
Address mismatch
If your ID shows a different address than your current residence, you’ll need to upload an additional proof of address such as a utility bill, bank statement, or residence permit. The name must match your ID.
Proof of address rejected
Documents older than 3 months, cropped, or missing details will not be accepted. Provide a recent utility bill, bank statement, or government-issued document showing your full name and address. Screenshots from apps are usually not accepted.
Tax Identification Number (TIN) missing or invalid
TIN must match your country of residence. If you don’t have one yet, you may register without it, but you’ll need to provide it within one month.
Duplicate accounts detected
Registering with an already used email or phone number is not allowed. If you had an account before, contact support to restore access instead of creating a new one.
Verification stuck on “Pending”
In some cases, your application needs manual review. This usually takes up to one business day. If it takes longer, reach out to support with your registration email and phone.
Unsupported residency
Accounts cannot be opened for residents of countries under EU, UN, or OFAC sanctions. For crypto services, additional restrictions apply (specific country list available in eligibility rules).