Opening an account involves a key step: verifying your identity. Understanding the reason for identity verification rejections is important. If you've received a text message indicating identity verification rejection, this article clarifies the reasons for the rejection and offers tips for a successful verification. Make this your go-to source for troubleshooting identity verification issues; you're likely to find a solution.
10 requirements to verify your identity
Follow these 10 requirements to ensure a successful identity verification:
- Follow the instructions: follow the steps on the screen to complete your verification.
- Internet connection quality: maintain a stable internet connection.
- Device integrity: use a device with a high-quality camera and no technical modifications.
- Geolocation consent: agree to share location information.
- Visibility and lighting: ensure your face is fully visible without shadows or obstructions.
- Document originality: only submit only original documents, no copies or digital versions.
- Document validity: make sure that your document is not expired, and it's currently valid for use.
- Document clarity and integrity: provide a clear and undamaged identity document without smudges, blurriness, or alterations.
- Consistency and accuracy: verify that the information on your identity (ID) document aligns with details provided in the onboarding form.
- Up-to-date information: ensure that your ID document is updated with your current details such as names.
Tips for handling identity verification rejection
Here are some identity verification rejection messages for each possible issue along with corresponding solutions.
Document clarity and integrity issues
ID verification can be denied if your document is damaged, expired, hard to read, inaccurate, or doesn’t belong to you.
| Rejection message | Explanation | Tip |
|---|---|---|
| Provide a better-quality video. | The video of your document is blurry or distorted due to excessive movement or poor camera quality. | 💡 Retry by moving the document slowly when asked and following on-screen instructions. Use good lighting and clean your camera lenses. |
| Front side of document not presented. | You haven't shown the front of your document. | 💡 Try again, show both the front and the back of your document. |
| Back side of document not presented. | You haven't shown the back of your document. | 💡 Try again, show both the front and the back of your document. |
| Document not completely visible. | You're hiding part of your document. | 💡 Retry, showing both the front and back of your document without covering any part of it. |
| Document view was too static. | You didn't provide a dynamic view of the document. | 💡 Try moving the document slowly when requested, and follow the on-screen instructions. |
| Your ID document is expired. | You presented an expired ID document. | 💡 Try again using a current ID document. |
| Your ID document is invalid. | The document you presented is not accepted. | 💡 Try again using an ID document that is valid for your country or residency. |
| Your ID document is in poor condition. | Your ID document is damaged or bent in some way. | 💡 Retry using an ID document that is undamaged. Make sure there are no tears, and it’s not bent along the edges. |
| Your ID document must be an original. | You submitted a duplicate of the ID document (digital or photocopy) instead of the original. | 💡 Retry using your original ID document. Photos, photocopies or screenshots are not accepted. |
| Remove your ID document from its cover. | Your document is inside a plastic cover. | 💡 Remove your document from the plastic cover and try again. |
| Make sure your document is in the frame. | Your document is not within the photo or video frame. | 💡 Ensure that your entire document is fully visible within the frame. |
Visibility issues
Not using the recommended conditions, or following the instructions to submit an identification video or a photo of your face (selfie), could result in rejection.
| Rejection message | Explanation | Tip |
|---|---|---|
| Provide a better-quality video. | Your face is blurry or distorted. You may be moving too much, or too fast. | 💡 Retry with a clear, high-quality camera. Keep the video stable, show your full face without accessories (except a headscarf), and use daylight for lighting. |
| Provide a better-quality photo of yourself. | Your photo quality is poor. The lighting might be insufficient, and the image could be blurry. | 💡 Try again, making sure that you're in natural light and against a simple background. Center your face and keep a neutral expression. |
| Make sure your face is visible in your photo. | Your face is only partially visible in the photo. | 💡 Try again, making sure there are no obstructions on your face. Remove accessories like sunglasses, but headscarves are allowed. |
| Make sure your face is visible in your photo. | You did not show the full front view of your face. | 💡 Retry, making sure that you’re showing a full frontal view of your face without any obstructions. |
| No movement in the video. | You did not move to prove that the video is live. | 💡 Retry, making sure that you gently move your face from left to right when asked. |
| Bad lighting conditions. | The lighting on your face isn’t enough, either too dim or too bright. | 💡 Retry with daylight and a high-quality camera with a clean lens. |
Technical issues
An unstable connection or interruptions can cause internal errors or technical issues resulting in rejection.
| Rejection message | Explanation | Tip |
|---|---|---|
| Bad internet connection. | Your internet connection isn't strong enough to complete the identification process. | 💡 Try again with a better connection. |
| There was a technical issue. | There was a technical problem outside your control. | 💡 Please try again. |
| There was a technical issue. | The device you used has been identified as being technically modified (such as an unlocked iPhone). | 💡 Try again using a device that hasn't been modified. |
| There was a technical issue. | There was a technical error with the electronic signature process. | 💡 Create a new signature and restart signature confirmation. Sign immediately. |
Data accuracy issues
To avoid rejection, ensure that the information you provide matches accurately with the data on your ID document.
| Rejection message | Explanation | Tip |
|---|---|---|
| Invalid address. | The address you entered is either invalid or in an unacceptable format. | 💡 Provide a valid residential address; don’t use a postal box. |
| Geolocation unavailable. | Geolocation data is either not provided or inconsistent. | 💡 Agree to share location information on your phone, and then upload a new photo of your face (selfie) with the location details. |
| Non-matching identity. | The information you entered does not match your ID documents. | 💡 Provide your personal information exactly as it appears on your ID document. |
Whether it's related to documents, visibility, or technical problems, use the provided tips for troubleshooting, using the link provided in the text message.
If after three troubleshooting attempts, you still experience identity verification rejection, submit a request to Swan Support.