We are sorry to hear this!
You can repeat and try the verification more times by logging in to your account.
Below are some common reasons why you have been unsuccessful in verifying your identity, as well as how to avoid these mistakes.
Before you check the most common reasons, make sure that:
You are over 18 years old
You are a citizen from one of the supported countries
You are using a supported document (ID or passport) and a document that is not expired, damaged, or unreadable
The most common reasons for document check failures are:
Wrong document type. Make sure that you are taking pictures of a supported document and uploading them into the correct field that you have selected (ID or passport).
Your document has expired. Make sure that the document is valid and has at least 4 months before its expiration date.
Poor image quality. The whole document should be visible and legible, and there should be no glare or flashback on the photo. It should not be damaged and should have your signature on it.
Edited/scanned image or screenshot. The photo of your document must not be edited by processing software (Photoshop, etc), it should not be a screenshot or scanned image.
Black and white photo. Make sure that the photo is in color.
Unsupported file. We only accept jpg, jpeg, png, and pdf files.
The most common reasons for liveness/selfie fails are:
You wore glasses. Please remove your glasses/sunglasses when doing the Liveness check. Vision glasses can be worn if you are also wearing them in your ID or passport photo.
Other people are present in the image. Please make sure that only you are visible on the screen.
Webcam issues. If you have issues with your video or webcam, then please use different hardware, smartphone, tablet, computer, or similar device.
Connection issues. You need to have a strong internet connection throughout the entire process. If your internet connection fails, please try another connection via smartphone data or a different WiFi.
You did not allow browser access to the Kriptomat app camera. Your internet browser should ask you to allow our system to access your camera. You must allow this.
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If you still have additional questions or your issue has not been resolved, feel free to contact us at [email protected] or begin a Live Chat with one of our agents - available in 18+ languages!