Why was my ID or Zentrader account application rejected?

After you have registered and uploaded your identity documents (ID) you may receive a notification that your ID or account application have not been accepted. These are two separate situations.

Identity Documents (ID) Rejected

To ensure compliance with KYC/AML obligations, we are required to reject identity documents that do not meet our requirements.

If you have been rejected on this basis, you are welcome to re-upload your documents again via the Personal Information page of your Zentrader Dashboard. Please ensure the new images have correctly been saved and meet our requirements.

The ID verification widget will give feedback on the reason for the rejection.

Since we have implemented identity verification via partner Sumsub, we are unable to received documents sent via email.

Account Application Rejected

There are some situations where we are not able to approve an account application. You will receive an email notification and your account will be closed.

Here are some reasons why we are not able to accept a new account application:

• Application is a resident of certain restricted countries
• Applicant has an existing account (duplicate or multiple accounts are not allowed)
• On advice from our legal or compliance team
• Where the applicant is under 18
• Where we are not able to verify the ID documents provided.

Please feel free to contact our support team if you have any further questions.