There are a few different reasons why your ID or proof of address verification may be denied. Here are the most common reasons why:
ID Verification
You have reached the limit of verification attempts.
If you run out of verification attempts, please reach out to our support team to see how we can help.
You uploaded an unreadable or low-quality photo.
Submit a fresh verification request on our website. Login and upload everything as required. Please note that the image must be in JPEG format and of high quality. Ensure that the picture is up close and the contents are legible. Remove all covers from the document and make sure it is not masked by any other object.
You uploaded an ID in paper format.
Submit a fresh verification request using any of the accepted ID documents, such as your Passport, Driver’s License, or National ID Card (should be in the most recent format). The document must not be in paper format.
Your ID has expired.
If you receive an error message that your identification has expired, you can upload an alternative ID such as your Passport, Driver’s License, or National ID Card. The new ID you upload must still be valid, not expired, at the time of verification. You may also consider renewing your expired ID if you do not have alternative documents.
You provided documents that do not belong to the account holder.
Your documents were edited and not original.
You uploaded an incorrect document.
Submit a fresh verification request using any of our accepted ID documents, such as your Passport, Driver’s License, or National ID card (should be in the most recent format - not in a paper format). You must upload an ID that contains your full name and date of birth. Other ID documents, such as your student ID or company ID, are not accepted. For more detailed information, you may take a look at our ID Verification Requirements.
You uploaded a picture of a scanned photo instead of taking a selfie.
Your ID is in a language with non-Latin letters.
You have an issue taking a selfie.
If you get an error message during our selfie liveness check, this could be because the website or app is restricted from accessing your device's camera. For example, if the application does not have access to your phone's camera, ensure that the browser or the app has access to your respective device's camera. Alternatively, you may also try the verification process on a different browser or device.
Address Verification
You have reached the limit of verification attempts.
If you run out of verification attempts, please reach out to our support team to see how we can help.
You uploaded documents that were not accepted.
Submit a fresh verification request using any of our accepted documents, such as your bank statement, credit card statement, or utility bill. For more detailed information, see our Address Verification Requirements.
The document you uploaded did not show your full name, your residential address, or its issue date.
If the document you uploaded has information cut off (like your full legal name or residential address, or it does not show the document’s issue date), it may be rejected. Ensure that all information is clearly shown when you upload a document and that nothing is cut off or missing.
Your uploaded document is addressed to a different person.
Submit a fresh verification request using any of our accepted documents, such as your bank statement, credit card statement, or utility bill. The name on the document you upload must match the name on the ID you have verified.
Your document is in a language with non-Latin letters.
If your document is written in a language that does not use the English alphabet, you can still use it to apply for verification. If it has been rejected, and you receive the message "Unsupported Document" - it means your native language is not supported by our verification provider yet. In this case, please try uploading a different document, preferably in English.
Your document was cropped or altered.
Please make sure you upload the entire document. If it is cropped, cut off, or altered, it will not be accepted.
The document you uploaded was more than three months old.
Please upload a document issued less than three months ago at the time of verification. Documents older than three months will not be accepted (except for tax bill statements).
If you encounter any other error messages while verifying, please try the following:
- If you’re using the mobile app, please try and proceed with verification through a web browser instead using this link: https://paxful.com/account/verification.
- If you’re already undergoing verification through a web browser, please clear your web browser’s cache and cookies first. Then, make sure you “Allow” camera access when asked.
If you need any assistance from our Support team, do not hesitate to contact us. Check out this article on How to Contact Support.