Verification issues and solutions

There are several reasons why your ID verification may be denied. Here are the most  common reasons: 

Here are guidelines on how to solve the above-mentioned issues during verification:

  • You uploaded an unreadable or low-quality photo. 

Submit a fresh verification request on our website. Login and upload everything as required. Please note that the image must be in JPEG format and of high quality. Ensure that the picture is up close and the contents are legible. Remove all covers from the document and make sure it is not masked by any other object.

  • You uploaded an incorrect document.

Submit a fresh verification request using any of the accepted ID documents such as your passport, National ID card, Tax ID, driving license or voter’s card (National ID card should be in a new format - not in a paper format). Other ID documents such as your student ID cards are not accepted by our verification provider. 

  • You uploaded an ID in paper format.

Submit a fresh verification request using any of the accepted ID documents such as your passport, National ID card, driving license or voter’s card (National ID card should be in a new format). The document must not be in paper format.

  • Your ID and selfie were interchanged during upload.

Submit a fresh verification request and upload your document and selfie in the appropriate sections on the Paxful verification form. Please make sure that both your document and your selfie are clearly visible and are of high quality. 

  • Your ID has expired. 

If you received an error message that your identification has expired, you can upload an alternative ID such as your passport, national ID or driver’s license. The new ID you upload must have an expiry date on it. 

  • You provided documents that do not belong to the account holder. 

Please upload documents with details that match the details on your account: name, last name, country. The photograph on the ID must match with the selfie you submit. 

  • Your documents were edited and not original

Resubmit a verification request with the original documents without any edits to them. Pictures must be in full color, without any cropping or manipulations of any kind. 

  • You have an issue taking a selfie.

If you get an error message during our liveness check (where you click a selfie for us to match with the image on your ID), this could be because the app is restricted from accessing your device camera. For example, if the application does not have access to your phone camera. Ensure that the browser or the app has access to your respective device camera. Alternatively, you can try the verification process on a different browser or device.

  • You uploaded a picture of a scanned photo instead of taking a selfie.

Our verification provider does not accept images of a scanned photograph in the place of a selfie. Upload original digital photos only. The uploaded picture must be in JPEG format and of high quality. Ensure that the picture is up close and clear.

  • Your ID is in a language with non-Latin letters.

If your document is written in a language that does not use the English alphabet, you can still use it to apply for verification. If you receive a message "unsupported ID", it means your native language is not supported by our verification provider yet. In this case, please try another valid document, preferably one that is in English.

  • You have reached the limit of verification attempts. 

You can make a maximum of 10 attempts to verify yourself in a period of 24 hours. If you have used up your 10 attempts, you may have to wait for a day before you can try again.

In case of any questions or issues, please contact: [email protected] or [email protected]




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