What to Do If You Cannot Upload Your Identity Documents (ID)

If you encounter issues uploading your identity documents (ID), please note that we do not accept manual submissions via email. All verifications are handled by our technology partner, Sumsub.

For more information on why your identity verification may have failed, please refer to the verification widget on your Personal Information page.

Here are some common causes and solutions to help resolve the issue:

• Use a Mobile Device: If you are attempting the upload on a PC, try using a mobile phone instead.
• Try a Different Browser: Switch to another web browser such as Chrome, Edge, or Safari.
• Proper Lighting and Clarity: Ensure that the lighting is adequate and that the photos of your documents are clear.
• Document Details Visibility: Make sure all details on the identity document are easily readable.
• No Physical Modifications: Ensure the document has not been physically altered in any way.
• Use a Different Document: If possible, try using a different identity document.
• Clear Browser Cache and History: Clear your web browser's cache and history to eliminate any potential issues.

These steps should help you successfully upload your documents. If the problem persists, please reach out to our support team.