If your identity verification failed, follow this decision-based guide to identify the issue and fix it immediately.
Important: Always complete verification using a smartphone camera. Desktop uploads, screenshots, or scanned files are the most common reason for failure.
Step 1: Identify the error and fix it
If you see: "Document not accepted" → Do this:
Use a passport or national ID card (internationally recognized)
Make sure the document:
Is not expired
Contains a machine-readable zone (MRZ) (two lines like <<<<<< at the bottom)
Upload a live photo, not a scan or screenshot
If you see: "Image quality too low" → Do this:
Retake the photo using your smartphone camera
Ensure:
Good lighting (no shadows or glare)
All 4 corners visible
No blur or motion
Place the document on a flat surface
If you see: "Face mismatch" or "Selfie failed" → Do this:
Take a live selfie during the verification process
Do NOT use:
Photos of photos
Social media images
Make sure:
Your face is fully visible
No sunglasses, hats, or filters
If you see: "Name does not match" → Do this:
Ensure your Debitum profile name exactly matches your ID
Check:
Spelling
Middle names
Special characters
If you see: "Document cropped or incomplete" → Do this:
Upload the full document
All edges must be visible
No parts hidden, cut off, or covered
Step 2: Always follow these rules
Use a smartphone camera only
Upload original physical documents
Do NOT upload:
Screenshots
Scans
Edited images
File formats: JPG, PNG, or PDF
Ensure all details are clearly readable
These requirements are mandatory due to KYC and AML regulations.
Full list of common rejection reasons:
Document is expired
Document is not supported
Missing MRZ code
Image is blurry, dark, or reflective
Document is cropped or partially visible
Uploaded file is a scan or screenshot
Selfie is not live
Face is covered or unclear
Name does not match profile
File is edited or manipulated
Take a look at the following video from our KYC partners Ondato: https://youtu.be/y1qm-QoqNlI?si=cX4XeyQMs99ATpeu
Still not working, please contact our support team at [email protected] so we can assist you directly.