1. DOCUMENT PHOTO ISSUES
What users say: “It says my ID photo is blurry / invalid / rejected.”
What to do:
Ask them to retake the photo:
Use original document (not a screenshot).
Make sure it’s clear, bright, and all corners show.
No glare, shadows, or filters.
If ID is expired → ask for a valid one.
Link: Photo Requirements
2. CAMERA OR DEVICE ISSUES
What users say: “Camera doesn’t work” / “Black screen.”
What to do:
Have them allow camera access:
Desktop → click lock icon → Allow Camera
Mobile → Settings → App Permissions → Enable Camera
Try another browser (Chrome/Firefox/Safari).
Clear cookies or use incognito mode.
Link: Camera Help
3. WRONG INFO OR DOCUMENT TYPE
What users say: “It says details don’t match.”
What to do:
Make sure name & birth date match ID exactly.
Confirm right country and document type are chosen.
Link: Supported Documents
4. ADDRESS & PROOF OF ADDRESS ISSUES
What users say: “It keeps rejecting my address proof.”
What to do:
Must be less than 3 months old.
Show name, address, date, and issuer clearly.
Accepted: utility bill, bank statement, tax invoice, lease.
5. WEBSITE / BROWSER ISSUES
What users say: “The page won’t load / it’s stuck.”
What to do:
Try another browser or device.
Clear cache & cookies or open incognito.
Disable VPN/ad blockers.
Make sure browser is up to date.