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Why Did My KYC Verification Fail?

Updated
Identity Verification (KYC) is a crucial step to ensure account security, effectively preventing risks such as fraud and money laundering. Completing the KYC process on VOOX is essential for safeguarding your account and maintaining regulatory compliance. However, incorrect or incomplete information and other causes may result in rejection of your application.

Why KYC Verification Might Fail and How to Resolve It?

1.The document information is invalid or incomplete
Possible Causes:
  • The document photo is blurry, cropped, low resolution, or some information is unreadable, preventing the system from verifying it.
  • Key information on the document (such as name, document number) is not fully visible, and the system cannot verify it.
  • The document is of a type not supported by VOOX.
Solution:
  • Retake and upload a complete photo of the document, ensure all necessary information is clear and visible, especially key information like your name and photo, or retake and upload another valid document.
  • Use a high-resolution camera to capture clear, uncropped, and color images of the document. Avoid editing or obscuring any part of the document.
  • For multi-sided documents, upload all required sides or pages. Ensure all four corners of the document are clearly visible in the uploaded file.
  • VOOX only supports the following document types: ID card, passport, driver's license.
 
2.The document has expired
Possible Causes:
  • The document submitted has expired and is no longer considered valid by the system.
Solution:
  • Upload a valid, unexpired document to ensure successful verification.
 
3.Screenshots or photocopies are not supported
Possible Causes:
  • The uploaded document is a screenshot or a photocopy, not a clear photo of the original document.
Solution:
  • Ensure that you upload a clear photo of the original document. Screenshots or photocopies are not supported.
 
4.Facial Recognition Problems
Possible Causes:
  • Poor lighting, an obscured face, or a blurry camera can result in a liveness check failure.
  • There are other people in the photo.
Solution:
  • Make sure there are no other people in the photo and that your face is not obstructed.
  • Take a selfie in a well-lit environment without wearing hats or glasses.
 
5.Duplicate Identity Verification
Possible Causes:
  • Using the same ID document for multiple verifications
  • One user registering multiple accounts with different ID documents
Solution:
  • VOOX only allows each user to have one verified personal account. Please continue using the account that has already been verified.
 
6.Discrepancy between KYC Level 1 and Level 2 verification information
Possible Causes:
  • The information provided in KYC Level 1 and Level 2 verification does not match, causing the system to deny verification.
Solution:
  • Verify and ensure KYC Level 1 and Level 2 verification information is consistent, especially key details like name and document number.
 
7.Compliance Review Not Approved 
Possible Causes:
  • The submitted documents contain forged, altered, or inaccurate information, failing to meet compliance requirements.
Solution: 
  • Please ensure that the uploaded identification documents are genuine, valid official documents with clear and unmodified information, in order to meet compliance review standards.
 
8.Eligibility and Regional Restrictions
Possible Causes:
  • Applying from a restricted country/region.
  • Being under the age of 18.
  • Being identified as a Politically Exposed Person (PEP) or a sanctioned individual.
Solution:
  • Verify that your country/region is supported by VOOX. At this moment, the Company does not provide any services to the following countries/regions: Afghanistan, China (Mainland), Cuba, Crimea, Iran, Korea (Democratic People’s Republic of Korea), South Sudan, Syrian Arab Republic, Zimbabwe, the United States of America.
  • Ensure you meet the minimum age requirement of 18.
  • Confirm that you are not classified as a PEP or under international sanctions.
 

Other Things to Consider:

  1. Image Format and File Size: Ensure that the uploaded files meet the platform's required formats (such as JPG, PNG, JPEG) and file size limits (image size should not exceed 5 MB) to avoid upload failure.
  2. Photo Background and Lighting: We suggest taking document photos in a well-lit environment, avoiding glare, shadows, or blurriness to ensure the system can clearly recognize all information.
 

FAQs

1.What should I do if my KYC is rejected?
Please carefully review the reason for rejection, correct the issue (e.g., upload clearer images or provide valid documents), and resubmit your application.
 
2.How long does the KYC review process take?
To ensure account security and comply with international requirements by law, you will complete KYC identity verification via the Sumsub system. The KYC review duration depends on Sumsub's system processing time and is typically completed within 24 hours. However, in special cases, it may take longer. Once approved, you will receive a confirmation via Email or SMS (if mobile number is registered).
 
3.Can I use the same ID for multiple VOOX accounts?
No, each user is allowed only one KYC-verified account. Using the same ID for multiple accounts will result in rejection.

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