Why was my Proof of Identity (POI) rejected?

Your Proof of Identity (POI) document is required to verify your identity and meet regulatory requirements. If your POI does not meet the applicable requirements, it may be rejected. Common reasons for rejection include:

Common Reasons for POI Rejection

Your POI may be rejected if:

The document is not an accepted type.
The document has expired.
The document is unclear or unreadable.
All four corners of the document are not visible.
The document has been edited or altered.
A scanned or photocopied document was submitted.
Required information is missing or cannot be verified.

Accepted POI Documents

To complete your KYC verification, you may submit one of the following valid government-issued documents:

National ID Card (front and back)
Driver’s License
Passport (including the signature page, where applicable)
Residence Permit / Residence Card / Work Permit

POI Requirements

Your Proof of Identity must:

Include your full name
Include your date of birth
Include a clear photo
Show the validity period, where applicable
Include the MRZ code, where applicable
Have all four corners clearly visible
Be valid, unedited, and in color

Important Information

Scanned copies and photocopied documents are not accepted.
Make sure your new POI meets all applicable requirements to avoid another rejection.

Need More Help?

If you have questions about your POI requirements or rejection, please contact our Customer Support for further assistance.