We use an external identity verification provider, Sumsub, to complete the KYC (Know Your Customer) verification process. In most cases, verification is completed within a few minutes.
As part of our compliance procedures, we also screen customers during the verification process. If a verification is flagged for review, it requires manual assessment by our team, which can take up to 3 business days.
Please note that verification may also fail for other reasons, such as document quality issues, mismatched information, unsupported documents, or other compliance and technical reasons described below in this article.
Something's wrong with your document
- The document you uploaded is not supported (we support passports, driver licenses, and national IDs, but it is different for each country, which ID document is accepted)
- The document is from a country in which we do not operate
- The photo of the document is unreadable (too blurry, too dark, etc)
- The document is missing vital information (date of birth, issue date, etc.)
- The document is expired, damaged, or parts of it are covered
- The document shows that you are under 18 years of age
- There are shadows or reflections on the ID document, causing some of the content to not be visible
- The picture of the ID document should be taken from a close distance and on a stable surface—a table (not in hand or on the knee)
- There needs to be good light, day/natural light
- The text needs to be readable and in focus
Something's wrong with your selfie
- The selfie photo is not clear (too blurry, too dark, too light, not enough contrast, etc.)
- There's a mismatch between the selfie and the photo on the ID
- There are several faces in the selfie photo
- Your face is covered by accessories
- You are not looking straight into the camera
Something's wrong with the process
- Try switching to another device and/or operating system
- Copy the URL from the identity verification window and paste it into another browser
- Please make sure that your camera is not being used by another application in the background
When you're conducting identity verification (KYC) in relation to your first card trade, Coinify reserves funds on your card and locks the exchange rate for 15 minutes*. If your documents and identity are not verified within that timeframe, you will receive a new quote for your trade, and you can try verifying again. Failing to complete the identity verification will result in your trade being cancelled, and your funds will be automatically returned to your account.
Important
In most of the above cases, you will be told what's wrong with your verification on our platform. To avoid another rejection, please follow the instructions you're given in the rejection message.
If you need help completing the identity verification process, feel free to read our guide, and if you are still experiencing issues, feel free to contact our Support Team.