Verification Issues and Troubleshooting

Modified on Wed, Jul 30 at 12:01 AM


Identification or proof of address documents can be declined for several reasons, including the submission of expired documents, altered images, or low-quality photos. To help you avoid common mistakes, we've compiled a list of potential reasons why documents may be rejected.



🪪 ID VERIFICATION


You have reached the limit of verification attempts.
If you run out of verification attempts, please reach out to our support team to see how we can help.


You uploaded an unreadable or low-quality photo.

Please submit a new verification request on our website. Log in and upload all required documents. The image must be a high-quality JPEG—clear, close-up, fully legible, and free of any covers or obstructions.


You uploaded an ID in paper format.

Submit a new verification request using an accepted ID, such as your Passport, Driver’s License, or a National ID Card in its latest format. Paper copies are not accepted.


Your ID has expired.

If you receive an error stating that your ID has expired, you can upload a valid alternative—such as a Passport, Driver’s License, or National ID Card. The new ID must be current and not expired at the time of verification. If no alternative is available, consider renewing your expired ID.


You provided documents that do not belong to the account holder.

Ensure the documents you upload match the details on your account, including your first name, last name, and country. The photo on the ID must also match your selfie.

Your documents were edited and are not original.

Resubmit your verification request using original, unedited documents. Images must be in full color and free from cropping or any alterations. 

You uploaded an incorrect document.

Submit a new verification request using one of our accepted IDs, such as a Passport, Driver’s License, or National ID card in its latest (non-paper) format. The ID must include your full name and date of birth. Student or company IDs are not accepted.


You uploaded a picture of a scanned photo instead of taking a selfie.

Scanned photographs are not accepted as selfies. You must take a live selfie during the verification process. Make sure the image is clear, close-up, and follows the instructions on the verification page.


You uploaded an incorrect document.

Submit a new verification request using an accepted form of ID, such as a passport, driver’s license, or national ID card in its latest official format. The ID must show your full name and date of birth. Paper copies, digitally altered documents, and IDs like student or company cards are not accepted.


Your ID is in a language with non-Latin letters.

If your ID uses a non-English alphabet, you may still submit it. If rejected as "Unsupported ID," try uploading a valid ID in English or with an English translation.


You have an issue taking a selfie.

If you get an error during the selfie liveness check, it may be due to camera access restrictions. Ensure the app or browser has permission to use your device's camera, or try verifying on a different browser or device.




🏠 ADDRESS VERIFICATION


You have reached the limit of verification attempts.

If you run out of verification attempts, please reach out to our support team to see how we can help.


You uploaded documents that were not accepted.

Submit a fresh verification request using any of our accepted documents, such as your bank statement, credit card statement, or utility bill. 


The document you uploaded did not show your full name, your residential address, or its issue date.

If your uploaded document has missing details—such as your full legal name, address, or issue date—it may be rejected. Make sure all information is fully visible and nothing is cut off when you upload.


Your uploaded document is addressed to a different person.

Submit a new verification request using an accepted document like a bank statement, credit card statement, or utility bill. The name on the document must match the name on your verified ID.

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Your document is in a language with non-Latin letters.

If your document isn’t in English and is rejected as "Unsupported Document," it means the language isn’t supported. Please upload a different document, preferably in English.

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You uploaded a document that is not supported.

Submit a new verification request using an accepted document like a bank statement, credit card statement, or utility bill. Upload a clear photo of the original or an official PDF—screenshots, prints, and photocopies are not accepted.


Your document was cropped or altered.

Please make sure you upload the entire document. If it is cropped, cut off, or altered, it will not be accepted.


The document you uploaded was more than three months old.

Please upload a document issued less than three months ago at the time of verification. Documents older than three months will not be accepted (except for tax bill statements).



If you encounter any other error messages while verifying, please try the following:

  • If you’re using the mobile app, please try and proceed with verification through a web browser instead, using this link: https://paxful.com/account/verification.
  • If you’re already undergoing verification through a web browser, please clear your web browser’s cache and cookies first. Then, make sure you “Allow” camera access when asked. 


If you need any assistance from our Support team, do not hesitate to contact us. Check out this article on How to Contact Support.