Common verification issues

Modified on Mon, 01 Aug 2022 at 01:21 PM

It’s possible that CryptoWallet will need to request additional information or verification documents from you for security purposes. In this instance, you’ll receive a CW notification and an email explaining the issue and outlining what we need.

Common issues include:

  • Black and white photos for ID

  • Blurry or illegible verification documents or images

  • Incorrect or invalid choice of verification document

All documents must be submitted in jpg, png or pdf up to 8mb in size. 

If your documents were flagged as invalid, please check which documents are accepted from residents of which countries. Please also ensure that your ID documents have not expired, and that they were listed correctly.


Other issues include incorrect date of birth, documents older than three months being used, or names and addresses on your documents not matching your supplied name and address. Issues can also arise if your appearance does not match that in the document supplied, which may happen with changes to hairstyle and other appearance changes, and in this case, you may need to supply an updated image or alternative document. Please ensure that image filters are disabled when taking a photo with your device.

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