If your verification is rejected
What a rejection means and how to get it looked at again.
A rejection means the checks could not confirm your identity from what was submitted. It is very often a document quality problem rather than anything about you.
Check these first
- Is the name on your Cryolynx profile identical to the name on your document?
- Was the document valid and unexpired on the day you submitted?
- Were all four corners visible, in focus, and free of glare?
- Was the liveness check done in good light, facing the camera, with nothing covering your face?
Getting it reviewed again
A rejected account is restricted, so you cannot simply retry from the profile page. Open a support ticket and include your Cryolynx ID, the email address on the account, and roughly when you submitted. We will tell you what failed and reopen verification if it can be reopened.
Never attach photographs of your identity document to a support ticket. We will never ask you to send
documents by email or chat.
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Related
- Why identity verification is required Verification is a legal obligation for South African crypto asset service providers.
- How to verify your identity Complete verification from your profile page with an ID document and a selfie.
- Which documents are accepted Government-issued photo ID, plus what makes a submission fail.
- What "under review" means Your submission is being checked. Here is what to expect while you wait.
Still need help?
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