If your document is declined, you will see the status on the Documents page. You will also receive a letter to your registered email with a comment about the reason of the decline.
Below are the most frequent decline reasons and solutions for them.
|Poor quality, unreadable||Upload a better-quality photo/scan of the document. It must be colored, clearly readable, all corners of the document must be visible, there must be no flash on the image|
|Only one side of the document is sent||Upload the document once again, add both sides|
|Document is not suitable for us||Upload the document from the list of the documents we can accept|
|Document does not match submitted client details in TR||Some of the details in the account (e.g. name, address, etc) do not match the document. You can request to change the mismatched data and upload the document again after the change is done. If you are unsure about which data - contact support|
|Not translated||We cannot accept documents in local languages that have no Latin letters, please upload the document that has your data written in Latin letters. Check the list of the documents that we can accept|
|Country mismatch (ID from one country but TR is registered under another country)||
If you reside in a country that is different from your ID, please provide all the following documents:
*Local = Country of residing
|Underage client||Registration is allowed only to clients 18+ years old, we cannot verify your account|
If none of the above suggestions help, contact our Support Team in live chats or via email@example.com, we will be glad to assist you with the verification process.