Shortly after you have registered, you may receive an email notifying you that your identity documents or account application have not been accepted. These are two separate situations.
Identity Documents Rejected
To ensure compliance with KYC/AML obligations, we are required to reject ID 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.
If you are having difficulty uploading your documents, please email the documents to firstname.lastname@example.org via your registered email address.
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
- 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.