Identity verification didn’t go through — what to do
1 min read · Updated Jun 2026
If you see "Verification was unsuccessful," use Try again to start a fresh session with a valid document and a smartphone. Contact support if it keeps failing.
If your identity check doesn’t pass, you’ll see "Verification was unsuccessful" with the option to try again. Most failures come down to a blurry photo, an expired or damaged document, or a country mismatch.
Common reasons it fails
- The document is expired, damaged, or hard to read.
- The photo or selfie is blurry or poorly lit.
- The document country doesn’t match your personal address.
Try again
- On the unsuccessful screen, click Try again.
- Confirm "Start a new verification?" — this creates a fresh session.
- Make sure your document is valid and you have a smartphone ready, then complete the steps.
Note
Still stuck after retrying? Use Contact Support from the verification screen.
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