ONEKYC // Help Center
DOC_TYPE: TRB
When Verification Fails
Common Issues & TroubleshootingRevision: 2026-06-26Language: EN
If your verification is rejected, here are the most common reasons and the steps you can take to successfully resubmit.
A verification can be declined for a number of reasons, most of which are straightforward to fix. If your submission was rejected, the business that requested the verification will usually notify you with a reason. You may then be given the opportunity to resubmit.
01
Common reasons for rejection
Blurry or out-of-focus document photo — hold the camera steady and ensure the full document is in frame.
Glare or reflections on the document — move away from direct light sources before photographing.
Expired identity document — only currently valid documents are accepted.
Document corners are cut off — ensure all four corners are visible in the image.
Face does not match the document — check that you are in good lighting and your face is clearly visible.
Liveness check failed — follow the on-screen prompts carefully and avoid moving too fast.
Document type not accepted for that verification — check the list of acceptable documents.
02
How to resubmit
If you are given the option to retry, return to the verification flow using the link or button provided by the business. Take new photos in good natural or indoor lighting, hold your document flat, and ensure nothing covers the printed text or photo area. If you continue to experience problems, contact the business directly or reach our team at legal@onekyc.io.
[ End of document · REV 2026-06-26 ]