Reporting Issues with Identity Verification
Learn how to report a problem with your identity verification, who to contact, and what information to provide.
If you believe your verification result is incorrect, your documents were processed in error, or you have experienced a technical problem during the verification flow, there are clear steps you can take to report the issue and get it resolved.
Step 1: Contact the requesting business
The business that asked you to verify your identity is your primary point of contact. They configured the verification requirements and they receive your result. Reach out through the contact channel they provided — usually an email address, in-app support, or customer service link.
Step 2: Contact ONEKYC
If the business is unable to help, or if your concern relates to how ONEKYC processed or stored your data, you can contact ONEKYC directly at legal@onekyc.io. Please include the following information so we can investigate efficiently.
We take all reports seriously and will respond as soon as reasonably practicable. Where a verification decision is disputed, we may need to review the submitted documents and the automated processing logs before reaching a conclusion.