At RedotPay, we prioritize a seamless and secure user experience, and our KYC (Know Your Customer) verification process is a crucial aspect of this commitment. We understand that navigating the verification process can sometimes raise questions. In this article, we aim to provide you with clear insights and solutions to common issues that may arise during KYC verification.
The following are common reasons for the KYC failure:
Unsatisfactory Age:
RedotPay has a minimum age requirement of 18 years old.
RedotPay Unsupported Countries/Regions:
Afghanistan, Belarus, Bosnia and Herzegovina, Burkina Faso, Burma (Myanmar), Burundi, Cameroon, Canada,
Central African Republic, China, Congo, Croatia, Cuba, Democratic Republic of the Congo, Eritrea, Ethiopia,
Guinea-Bissau, Haiti, Iran, Iraq, Jamaica, Kosovo, Lebanon, Liberia, Libya, Macedonia, Mali, Montenegro, Mozambique,
Nicaragua, North Korea, Palau, Russia, Rwanda, Senegal, Serbia, Sierra Leone, Slovenia, Somalia, South Sudan, Sudan,
Syria, Tanzania, Uganda, Ukraine, United States, Venezuela, Yemen, Zimbabwe.
Common Reasons for Facial Recognition Failure:
1. Glasses Reflection: During facial recognition, the presence of reflections from glasses can hinder the verification process. To ensure a successful verification, kindly remove your glasses when undergoing facial recognition.
2 .Incomplete Facial Capture: Successful facial recognition necessitates the complete capture of your face within the frame. Please ensure that your entire face is well-positioned within the frame during the verification process.
3. Discrepancy with ID Photo: In cases where there is a significant discrepancy between the facial recognition video and the photo on your ID card, we recommend using your official ID card during the facial recognition process.
4. Other situations during facial recognition: If someone else appears in the camera during facial recognition, or if the system recognizes that you are using your phone, the verification will fail.
5. Facial and identity mismatch: The facial verification must be completed by the identity document owner, any other persons, or using ID photos/pre-recorded videos will detect anomalies and result in a failed review.
Common Reasons for Identity Document Verification Failure:
1. Unsupported document type. Please submit the identity documents according to the APP instructions. For example, if the APP shows passport, ID, Driver's license options while the customer submits the residence permit, the verification will fail.
2. Unsatisfactory document photo: RedotPay doesn't support printout documents, screenshots, damaged documents, or unclear photos. The verification requires a photo of the original document, ensuring all information on the document is clear and visible.
Expired document:
RedotPay supports the identity document which is valid for at least 3 months from the date of submission.
Duplicate Verification:
Each user's identity information can verify one account, even if they submit different types of identity documents, the system will detect them based on the identity information. Duplicate account verification will fail.
If the verified account was deleted for more than 15 days, please contact the RedotPay support team to process the new account verification.
Problematic basic information:
Please submit the exact basic information as it is on your identity document, first name and last name, date of birth, and identity document number.
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