Ask what failed
Record the document type, submission time, rejection wording and account field it was meant to prove. Ask whether the problem is age, visibility, crop, file format, address match or document date.
Do not resubmit an identical file without a reason. That creates another event but does not correct the rejected fact.
- Rejected file version
- Exact reason
- Required replacement
Prepare a labelled replacement
Use a valid colour identity document with all requested edges visible and a recent full-page address record matching the profile. Label each file by identity, address or payment ownership.
Submit through the authenticated upload route and keep the receipt. Never provide passwords, one-time codes or full card security data.
- Current ID
- Recent address record
- Upload receipt
Demand a completion state
Ask which checks passed, which remain and whether the withdrawal restriction has been removed. Keep the answer with the payout ID and prior rejections.
If the loop continues without a new reason, escalate the same case to a senior review rather than opening parallel tickets.
Questions players ask
Should I upload the same rejected file again?
Not until the rejection reason is known and corrected.
What makes a useful KYC file?
Clear current documents mapped to identity, address and payment ownership.
How do I close the loop?
Obtain written confirmation of passed and outstanding checks and the payout state.
Last reviewed: 9 August 2026