KYC, document photos and additional order checks

Identity verification or additional information may be required before payout. The secure portal explains exactly what is needed.

The KYC form asks for your legal first and last name, date of birth, current residential address, country of residence, document country, document type, document number, and expiry date, followed by the required document and holder photos.

Residential address is part of the identity and eligibility information used for the requested verification. Enter where you currently live, including address line, city, postal code, country, and state or region where applicable; use accurate details that can be reviewed with your documents.

The photo step is designed for a phone camera so the required document and holder images can be captured directly. On a computer, verify the order email and scan the one-time QR code; the computer waits and updates automatically when the phone submission completes.

For a passport, provide a clear image of the information page and a separate photo of you holding the document beside your face. A passport back image is not requested. Keep all information and your face visible, clear, and free from glare.

Provide clear front and back images, plus a separate photo of you holding the same document beside your face. Keep all four document corners visible. The form accepts JPEG or PNG images up to 10 MB each.

Use the phone’s front camera and place the document beside your face so both are visible together. Use good light, avoid glare and blur, and do not cover important document information. The holder photo is required for every supported document type.

The secure phone handoff is valid for 10 minutes and one use. If it expires, is already consumed, or becomes unavailable, return to the verified order on the computer and create a new QR rather than reusing the old link.

Cancelling ends that phone connection, but it does not withdraw the KYC request or cancel the order. You can return to the order and create a new QR when ready. Cancelling the entire eligible unfunded order is a separate action.

The order changes to waiting for KYC verification while the submission is reviewed. A payout does not proceed while a required check remains unresolved. Return to the secure order for the decision or any new request; submitting documents does not guarantee approval.

An order may require proof or source of funds, transaction purpose, a bank statement, wallet-ownership evidence, or another specific response. Complete only the active step in the secure order; queued steps need no action yet, and payout waits until required reviews are resolved.

Move away from direct lamps, tilt the document slightly, and use even light while keeping every edge visible. Retake the image if holograms or reflections cover the name, number, photo, or expiry date.

A complete frame helps show that the document is whole and lets every printed zone be reviewed. Place it on a contrasting surface and leave a small margin around all edges.

Clean the lens, use brighter indirect light, hold the phone steady, and increase the distance slightly until text becomes sharp. Do not apply filters or digital sharpening that alters the image.

Use a currently valid document that the verification flow accepts. If renewal is in progress and you have no accepted valid document, contact Support before submitting unrelated or altered evidence.

Damage that hides security features or personal details can prevent review. Use another accepted valid document if available, or ask Support what evidence is appropriate before continuing.

Keep your face clearly visible and follow the capture instructions on screen. Remove items that create glare or obscure facial features unless an item cannot reasonably be removed; seek Support guidance if needed.

Low light can hide facial details or introduce blur. Face a soft light source, avoid strong backlighting and deep shadows, hold the phone at eye level, and retake the photo without filters.

Open the browser or device privacy settings and allow camera access for the genuine verification page, then reload that page. If access remains blocked, try an up-to-date supported browser on the phone.

Continue only if the opened address is the genuine secure handoff and the session is recognized. If it asks you to restart unexpectedly or shows a different domain, close it and scan the current QR again.

Use the current handoff offered by the order rather than forwarding an old capture link. You may need to restart unsubmitted photos on the new phone; review what the secure page says is still required.

Return to the secure order flow and request a current handoff if one is available. Do not keep retrying an expired QR or upload sensitive photos through an ordinary Support message unless specifically requested securely.

Use the retake option while the capture is still a draft and replace any blurred, cropped, or reflective image. Review every required side before final submission because editing may no longer be available afterward.

Submit the accepted original document as captured and do not edit text into the image. If a translation or additional document is needed, the secure review or Support can tell you what format is appropriate.

Use the spelling requested by the form and preserve the document’s official version. If bank records use the other transliteration, keep both consistent where possible and explain the variation when asked.

Enter truthful current identity information and do not alter documents to force a match. Retain official evidence of the naming difference and provide it securely only if the review requests clarification.

Use your complete current residential address. Common formatting differences may be explainable, but a different residence, country, or missing essential element can require supporting information.

Wait for the secure status or a request for new information. Repeated unsolicited submissions can create conflicting versions; provide a replacement only through the requested step.

Contact Support through the accessible channel and explain which step is not usable, without posting identity images publicly. Ask for an appropriate secure accommodation for the verification requirement.

Verification can be required before an order proceeds to payout or whenever the secure order asks for it. Complete only the current request and do not send identity files through ordinary email or unrelated support messages.

Keep the desktop verification page open, scan its QR code with your phone, and continue in the secure mobile page. The desktop can wait while photos are captured and should update after the phone step is submitted.

Use a trusted device you can control and keep the verification session private. A borrowed phone can retain images, browser history, or notifications; remove permitted temporary data afterward without sharing the secure link.

Return to the desktop verification page and request or display a fresh handoff if available. Do not edit the old link or reuse a QR from another order; contact Support if the secure session cannot be resumed.

Use the Cancel control on the waiting page if you do not want to continue. Cancelling the handoff does not undo an already funded order; return to secure tracking to see whether verification must be restarted or Support is required.

The browser or operating system may have denied camera permission. Open the site permission settings, allow the camera for the official domain, reload the secure page, and deny access again afterward if you prefer.

Close other apps using the camera, check site permission, rotate the device if needed, and reload the secure capture step. Do not submit a blank image; try a supported browser or contact Support if the camera remains unavailable.

Follow the live phone capture requested by the secure page. Do not substitute edited scans, screenshots, photocopies, or images received from another person unless the page explicitly offers that method.

Capture the complete information page containing your portrait and document details, following the on-screen frame. A passport normally needs that page rather than an empty cover or unrelated visa page.

Information, security features, issue data, or address details can appear on different sides. Capture the complete front and back of the same valid document and do not mix sides from separate cards.

Follow the on-screen pose, keep your face and requested document details visible, use even lighting, and hold the original without covering key fields. Do not digitally combine a portrait and document image.

Move away from direct flash or strong overhead reflections, tilt the document slightly while keeping it readable, and use diffuse light. Retake the photo if glare hides text, portrait, edges, or security features.

All four document edges and the requested information must remain visible so the document type and integrity can be assessed. Place it on a contrasting surface and fit the whole original inside the capture guide.

Clean the camera lens, hold the phone steady, use adequate light, let autofocus settle, and keep the document flat. Zooming a blurry image afterward does not restore the missing detail.

Use a current document accepted by the secure verification page. An expired document may be rejected even if it still shows your identity; do not alter the expiry date or conceal it.

Damage that hides data, security features, portrait, machine-readable lines, or edges can prevent verification. Use another accepted valid document if available or contact Support before repeatedly submitting unreadable images.

Use your current legal name and explain a legitimate difference through the secure request, with supporting evidence if asked. Do not alter a document image or create a second order under another spelling to bypass the mismatch.

Follow the secure request’s accepted document list and age requirements. The document should show your name, current residential address, issuer, and date clearly; redact nothing required for verification.

Enter the current residential address where you actually live unless the form explicitly requests another address type. A post-office box or correspondence address may not satisfy a residential-address field.

Not necessarily. Document country is the issuing authority’s country, while residence is where you currently live. Enter each accurately in its own field even when the two countries differ.

Use the number labelled by the issuing authority for the document itself, not a personal tax, social, application, or machine-readable-zone number unless the form specifically identifies it. Copy it exactly.

Use the retry offered in the secure flow and correct the stated issue before recapturing. Repeatedly submitting the same poor image will not improve it and may prolong the review.

The requested information reached the review stage; it is not an approval guarantee. Keep tracking the order and respond if the secure portal requests a clearer image or additional information.

Initial identity capture may not resolve every required point. The secure request should identify what is missing, unclear, or needs supporting evidence. Provide only the requested material and include the correct order context.

Use a private space and trusted device, keep other documents out of frame, close unrelated apps, and submit through the official secure page. Do not store extra copies in shared photo albums or messaging apps.

The verification capture accepts only the formats and method shown on screen. Do not rename a file extension to imitate another format. Use the phone camera flow or a supported original format when explicitly offered.

The review needs to compare the present person with the identity document. Follow the secure page’s accessibility and attire guidance, remove avoidable obstructions, and contact Support if a required accommodation affects capture.

Contact Support before submitting unsuitable images and describe the functional difficulty without sharing unnecessary medical details. Available accommodations depend on verification requirements and must still establish identity securely.

Remove a protective sleeve or cover when it can be done without damaging the document. Plastic can create reflections, blur edges, or hide security details. Place the uncovered original on a clean contrasting surface and follow the capture frame.

Compare the value with every printed occurrence on the original document and use its labelled document-number field. Do not guess from the typeface. If the characters remain ambiguous, pause before submission and ask Support what non-sensitive context is needed.

Yes, when the capture frame includes them, keep both machine-readable lines sharp and unobstructed together with the full information page. Do not crop, cover, retouch, or separately retype those lines; retake the photo if glare or a finger hides them.

Use only a document type offered by the current verification flow. A temporary paper, receipt, renewal notice, or application form is not a substitute unless it is explicitly listed. If no offered option matches your valid document, stop and contact Support.

No. When the flow requests a phone capture, photograph the original physical document directly. A monitor image, photocopy, printout, or photo of a photo can hide security details and introduce scaling or editing artifacts, so return to the document capture step.

Follow the day, month, and year labels shown in the form and compare the completed value with your document before submitting. Do not rely on the order used by your phone or browser. Correct a mistaken date before continuing whenever the page allows it.

No. Return to the document-type choice and select the document you are actually presenting. The expected pages and sides depend on that choice, so forcing a different document into the capture frames can leave required information missing.

Do not add a note, sticker, watermark, digital mark, or covering to the document image. Use the unaltered original and follow the capture frame. If you are concerned about which details are required, pause and ask Support instead of obscuring them yourself.

Enter the real residential address as accurately as the form permits, preserving meaningful accents and characters. Do not invent an English address or omit part of it to pass a field. If a required character is rejected, keep the original wording available and ask Support how to proceed.

A previous completion does not remove a verification step shown for the current journey. Follow the current request with accurate, up-to-date information. If you believe the request is attached to the wrong order or email, stop and contact Support rather than submitting unrelated documents.

Keep the submission confirmation on the phone and return to the original computer tab. Allow the page to check the result, then use its normal refresh or resume control if offered. Do not cancel or submit a second identity check merely because the desktop has not advanced; contact authenticated Support if the same session remains stuck.

Return to the same official browser tab and follow the capture step it now displays. Retake only the image the secure session requests, or restart the handoff if the session expired. Do not upload a gallery image or open repeated sessions just to replace an interrupted live capture.

A lost connection does not prove either success or failure. Reopen the same secure verification session and look for a submitted confirmation or a specific photo to retry before capturing anything again. If the session cannot be resumed, start a new handoff from the order rather than emailing the photos.

The QR handoff is intended for moving a computer journey to a phone. Return to the official verification link in the same mobile browser and use the direct camera step when it is offered. Do not send the QR to another person; if the mobile page only repeats the handoff code, contact authenticated Support.

Retake the image with only you in the frame and use a plain, uncluttered background. Another face can make it unclear who is completing the check or interfere with the capture. Do not crop, blur, or edit the other person out; create a new live photo with your face and the requested document details clearly visible.

No. Use the verification page’s live, unedited capture with filters, portrait effects, and automatic beautification disabled. Image processing can change facial details, text, edges, or security features and cause a quality failure. Improve the lighting and camera position instead of editing the result.

Some cameras mirror only the on-screen preview. Before accepting the capture, check whether the saved photo keeps the document text readable; if it does not, retake it through the secure capture. Do not use an external editor. Keep your face and the requested document details clear in one live frame.

Enter the legal name exactly as the document presents it and do not invent a family name, repeat the name, or add a placeholder. If the form requires two fields and provides no single-name option, pause before submitting and ask authenticated Support how to record the mononym for that verification session.

Enter your truthful current residential address in the address fields; do not add an address to the document image or substitute a mailing address merely to make the records look alike. If separate proof of address is required, provide only a currently accepted document through the secure request shown for that verification.

No. Identity images should go through the designated secure verification capture or a specific authenticated upload request, not an ordinary email or unsolicited ticket attachment. Troubleshoot the camera step or contact authenticated Support without attaching the documents; follow a new upload request only after confirming its purpose and order.