ACCOUNT CASE DESK
An identity upload proves a person and the details on the account. Common failures concern visibility or consistency rather than the document type alone. Use the reason displayed in the verification area, then replace only the file that does not satisfy that reason.
Open the live accountConfirm the ID category is accepted for the account country and remains valid under the current rule. A photo of another card, a temporary paper or an expired document may be readable but still ineligible. Do not assume a file accepted elsewhere is accepted here.
Include all required sides and every edge. Use even light, avoid flash glare, keep text in focus and do not cover security features with a finger. Screenshots of a camera preview or heavily compressed messenger copies can lose the detail needed for review.
Compare legal first name, surname, birth details and issuing country with the profile. A nickname, missing middle name or changed surname needs the authorised correction path, not image editing. Support should tell you which account field must be reconciled.
Record the rejected category, reason, corrected filename and upload time. Use the secure uploader. Never attach a password, PIN, seed phrase or one-time code; none of those proves identity and all of them can compromise the account.
Follow the uploader instruction; hiding a field required for the check can cause rejection.
Only when the current verification flow says so; they can be separate checks.
Ask for the profile-change process and the supporting document category before re-uploading.
Last reviewed: 30 July 2026