Why my identification failed?
Written by Niko
Updated over a week ago

You've completed the Identification procedure but it was unsuccessful or you've received an error?

We are very sorry to hear that, let's make another attempt, but before first let's check if:

  • You have selected correct country - select the country where your document was issued;

  • You are taking pictures in real time - photos of the screen cannot be processed;

  • You are using international format of the document containing MRZ zone - (example) internal documents in local language cannot be processed;

  • You are taking photos of ID card or passport - drivers licences and residence permits cannot be accepted as identification documents;

  • You've entered your name and surname correctly during registration - your name must match the spelling of the document;

  • You are taking picture of both sides of your ID card;

  • Photos are clear - if the photo is blurry or has lights flares on, please retake it; 

In case if any assistance is needed - send us a message via chat feature of the app, we will be happy to help.

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