Verification is pending or was rejected

What to do when your identity verification (KYC) shows as pending or rejected on Profile, and how to avoid the most common mistakes.

If your verification is pending, it hasn't been completed yet. Check your Profile page again later. If it was rejected, read the status on Profile, fix what's wrong, and submit again if the page gives you that option.

Your status says pending

  • Pending means your verification has been submitted but isn't finished yet.
  • Wait for the review to finish rather than submitting again.
  • Review times can vary. Check your Profile page from time to time to see whether your status has changed.

Your verification was rejected

  1. Log in and open Profile.
  2. Read your verification status and any reason shown with it.
  3. Compare the details you entered with your official document: name spelling, date of birth and document details.
  4. Fix the problem, then submit again if Profile gives you the option.

Common reasons verification fails

  • The name or date of birth you entered doesn't match your document.
  • A photo is blurry, too dark, cropped, or has glare covering the text.
  • The document has expired.
  • The document belongs to someone other than the account holder.

Tips for a clear resubmission

  • Use good, even light and avoid flash glare.
  • Lay the document flat on a plain surface so all four corners are visible.
  • Hold your phone or camera steady and check the photo is sharp before you upload it.
  • Enter your full name exactly as it's printed, including any middle names.
Only submit your own documents. Verifying an account for someone else, or using someone else's documents, puts your account and your funds at risk.

Verifying a company?

Institutional and corporate accounts aren't offered yet, so company verification isn't possible. See Verify your identity for what you can do instead.

Still stuck?

There's no live chat. Your Profile page always shows your current verification status, so check there first. If you can't open Profile at all, see Can't log in or something looks wrong with your account. While you wait, you can browse prices on Markets and read the Help Center.