If KYC documents are rejected, the reason is usually related to visibility, currency, or discrepancies in the data. The guide below explains typical mistakes, proper submission tips, and how to escalate securely and within deadlines – so you can restore access and withdrawals as quickly as possible.
Common Reasons for Rejection
Blurry/Cropped Photos, Expired Document
- Blurry or Reflective Photo: MRZ strip, serial number, or date of birth is not readable.
- Cropped Edges: full frame is missing; all four corners must be visible.
- Wrong Format: black and white copy, too low resolution, or screenshot of ID.
- Expired Document: ID card/passport is expired or the name does not match the account profile.
Address/Payment Method Discrepancy with Name
- Address Does Not Match: utility bill from workplace or old residence; a recent proof issued in your name is required.
- Payment Method in Third Party's Name: joint account, partner's card, or e-wallet with a different email.
- Name Formatting Differences: differences in special characters/hyphens in the name cause rejection.
How to Submit Correctly
Full Frame Photos, Visible Corners/Data
- Color, Full Frame Photo/Scan: place the document on a flat surface; all corners and security features visible.
- Lighting and Sharpness: avoid flash reflections; use natural light; take multiple shots if necessary.
- Both Sides: front and back of ID; for passport also include data page.
- File Type and Size: JPG/PNG or PDF; one file = one document, clear file name (e.g., ID_front_back.pdf).
Bill/Bank Statement from the Last 3 Months
- Address Proof: utility bill, bank statement, or government letter from the last 90 days (date, your name, and address must be readable).
- Bank Statement: preferably PDF from the bank (not a screenshot); you can hide balances, but leave name, IBAN, and date visible.
- Card Proof: photo of the card – cover the middle numbers; keep the first 6 and last 4, name, and expiration visible.
- E-Wallet: screenshot of profile page and transaction history where name and email match.
Deadline and Escalation
Respond in the Same Ticket, Add Missing Information
- Keep All Communication in One Ticket: when responding, briefly quote the reason for rejection and attach corrected documents.
- Request a Specific Deadline/SLA: e.g., “please confirm by what date you expect the document and when to expect a result.”
- Checklist: name matches the profile, date < 90 days, full frame from corners, readable fields.
File a Complaint if Standard Response Repeats
- Official Complaint to the Operator: reference the terms and conditions points, attach screenshots and timeline.
- Escalate to the Licensor/ADR: if you continue to receive template responses, submit materials to an independent dispute resolver.
Data Protection
Secure Channels, Encrypted Upload
- Use Secure Upload: https portal (lock icon); avoid regular email attachments.
- If Email is Inevitable: use password-protected ZIP/PDF encryption and share the password via a separate channel.
- Data Minimization: hide unnecessary lines, but keep name, address, date, and required fields visible.
- Rights Under GDPR: you have the right to information and correction; deletion may be restricted by legal retention obligations.
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Frequently Asked Questions
Is selfie/liveness mandatory?
Not always; it depends on the operator's risk protocol and jurisdiction, but often a selfie/liveness confirmation is required in case of discrepancies or higher risk.
Why is the same document requested multiple times?
Usually due to unreadable/cropped photos, expired dates, data discrepancies, or AML re-checks.
Is a utility bill suitable as address proof?
Yes, if it is from the last 3 months and shows your full name, address, date, and issuer.
Does KYC only slow down the first withdrawal?
Mostly yes, but exceeding limits, changing data, or random additional checks can also delay further withdrawals.
