Verification & eligibility
My verification documents were rejected or need updating
Prepare a clearer verification submission without emailing identity documents or changing facts.
THE SHORT ANSWER
Follow the specific verification request and use its secure submission route. A rejection may concern image quality, validity or inconsistent information.
- Applies to
- Individuals and businesses asked to resubmit verification information.
Updated
In this guide
Read the reason first
Check whether the request concerns an expired document, a cropped image, unreadable information or details that do not match. Requirements depend on your account type and jurisdiction.
Prepare the requested evidence
- Use the document type specified in the request.
- Make sure it is current and the required information is legible.
- Capture the complete document as instructed, without cropping relevant edges.
- Keep legal names, addresses and business details accurate and consistent.
Do not edit a document’s contents, obscure information the verifier requires or submit another person’s identity.
Submit through the instructed route
Use the secure verification process provided for your account. Do not send identity documents, identification numbers or selfies through an ordinary support email unless support has directed you to an appropriate secure channel.
If you cannot meet the request
Tell support which document type was requested and what prevents you from supplying it. Do not attach the document initially. Alternative evidence and approval depend on the review requirements; neither is guaranteed.
Something unclear? Suggest a correction or ask a question.
Tell us what’s happening. We’ll help you find the next step.
Contact Ostro support