Fix the Named KYC Failure, Not the Whole Folder

Request the rejection category

Ask whether the failure concerns identity, address, payment ownership, source of funds, expiry or image quality. Save the message and case ID.

A generic 'documents rejected' reply is not actionable. Request the exact file and field that must change.

• Document type
• Failed field
• Accepted alternative
• Submission deadline

Check field matching

Compare legal name, date of birth and address with the account profile. Do not edit a document; correct the profile through support when the account itself is wrong.

For proof of address, confirm the issue date, full address and accepted document category. Screenshots cropped around the address may hide required issuer information.

Prepare a safe image

Show all corners, readable text and consistent lighting. Follow the operator’s masking instruction for cards or bank records; never expose a PIN, CVV or password.

Upload only through the authenticated portal or previously verified secure route. Ignore document requests from a new messaging account.

• All corners
• Readable details
• Allowed masking
• Verified upload route

Close the review loop

Record resubmission time and the file category, then ask for confirmation that it entered review. Avoid sending duplicates while the stated window is open.

If a second rejection cites a different reason, request a consolidated list and a final verification decision tied to the same case.

Syndicate account questions