The table below lists the reason codes and messages used when an application or document is rejected during the verification process.
| # | Reason Code | Reason Message |
|---|---|---|
| 1 | Commercial | Commercial Reason. |
| 2 | Compliance Verification | This decision is based on non-compliance with the criteria established in our Internal Compliance Policies and risk assessment guidelines. For reasons of confidentiality and security, we do not provide specific details regarding our internal approval criteria. |
| 3 | Document corners cut off | We were unable to accept the Identity Document because some edges or corners were cut off in the photo. Please re-upload a clear, full-page photo, ensuring that all four corners of the document are completely visible within the frame. |
| 4 | Document not readable | We were unable to verify the Identity Document because the document image provided is blurry, has glare, or is too low resolution. Please upload a new, clear photo, ensuring that all four corners of the document are visible and all text is easy to read. |
| 5 | Document photo with low quality | We were unable to verify the Identity Document because the document image provided is blurry, has glare, or is too low resolution. Please upload a new, clear photo, ensuring that all four corners of the document are visible and all text is easy to read. |
| 6 | Duplicated | Duplicated Account. |
| 7 | Expired | The documentation provided is expired. Please submit a valid document. |
| 8 | Incorrect Proof of Address Document (POA) | The document provided does not meet our compliance requirements. Please ensure it is less than 90 days old, shows the full page, contains an emission date, and is issued under the user/entity name. |
| 9 | Low quality selfie | We couldn't verify the selfie because it was blurry, dark, or out of focus. Please restart the onboarding process and try again with a clearer, well-lit selfie. |
| 10 | Nested | Nested Payments. |
| 11 | No Response to RFI | Application rejected due to customer failure to respond to Enhanced Due Diligence (EDD) / RFI requests. |
| 12 | Photocopy | New identification document is required. The attached ID is a scan, photocopy, picture of a screen, or a cropped image. Please upload a fresh photo of the original document taken directly from the webcam or phone camera. |
| 13 | Reversal Payments | Reversal Payments. |
For guidance on submitting identity documents that pass verification on the first try, see the photo tips in the KYC guide.