KYC verification issues and how to fix them
Apr 06, 2026
During the KYC verification process, you may encounter issues that prevent you from completing one or more steps. In most cases, these problems are related to incorrect input, document quality, or device limitations.
This article explains the most common issues and how to resolve them so you can successfully complete verification.
Common issues and solutions
1. Incorrect or incomplete personal information
Some fields are filled incorrectly or do not match your identity document.
How to fix:
- Enter your details exactly as shown on your document
- Double-check spelling and avoid abbreviations
- Make sure all required fields are completed
2. Form does not allow you to continue
You cannot proceed to the next step after filling in your information.
How to fix:
- Check that all required fields (*) are filled
- Make sure the format is correct (e.g., dates, names)
- Refresh the page and try again if the issue persists
3. Document upload is not accepted
The system does not accept your document or asks you to re-upload it.
How to fix:
- Select the correct document type and issuing country
- Use a clear, high-quality image
- Ensure all edges of the document are visible
- Avoid glare, reflections, or shadows
- Make sure the document is valid (not expired)
4. Camera or file upload issues
You cannot take a photo or upload your document.
How to fix:
- Allow camera access in your browser or device settings
- Try switching to another device (preferably mobile)
- Check your internet connection
- Restart the process and try again
5. Liveness check cannot be completed
The system cannot confirm that you are the same person as in the document.
How to fix:
- Ensure good lighting and a clear view of your face
- Remove sunglasses, hats, or anything covering your face
- Hold your device steady and follow on-screen instructions
- Avoid interruptions during the check
6. Verification process is interrupted or stuck
The process freezes, does not load, or stops unexpectedly.
How to fix:
- Refresh the page or restart the process
- Try a different browser or device
- Use a stable internet connection
- Avoid switching tabs or closing the page during verification
7. Issues when switching devices (desktop → mobile)
The verification does not open on your phone after scanning the QR code or using the link.
How to fix:
- Make sure the link is opened on your mobile device
- Try copying and opening the link manually
- Ensure your phone has internet access
- Restart the process and generate a new QR code if needed
When to contact support
Contact Support if:
- The issue persists after trying all steps above
- You cannot proceed past a specific step
- The verification process repeatedly fails without explanation
When contacting support, include:
- A description of the issue
- The step where the problem occurs
- Screenshots or a screen recording (if possible)
ℹ️ Note: Completing verification on a mobile device usually provides the best experience, especially for document upload and liveness checks.