Some KYC applications may be flagged for manual review by our verification partner. This article explains why that happens, how long it typically takes, and what you should do during the review process.
After submitting your documents for identity verification (KYC), your application may remain in a “Pending” or “In Review” status for longer than expected. You might see a loading screen or spinning wheel in the app.
This is completely normal. In some cases, KYC applications are selected for manual review by a specialist at our identity verification partner, SumSub.
Why Does Manual Review Happen?
Manual review is triggered automatically for a small percentage of users and is not a sign of a problem. It usually happens for one of the following reasons:
Blurry or low-light images
Minor glare or shadows on your documents
Documents that are difficult for automated systems to read
Unusual formats or complex address layouts
Random quality assurance checks
🔎 Note: A manual review does not mean your application has been rejected.
What Happens During the Review?
During this time, a real person at SumSub will manually review the documents you submitted to ensure they meet compliance standards.
⏱ Timeline: Manual reviews are typically completed within 3 to 5 business days
What Should I Do While I Wait?
No action is needed during this time.
Please do not resubmit your documents or restart the KYC process, as doing so can:
Reset your place in the review queue
Cause unnecessary delays
Simply wait for an email notification with the result.
How Will I Be Notified?
Once your review is complete, SumSub will send you an email with your KYC outcome:
✅ Approved – You're ready to continue with your Gnosis Pay Card order
📄 More information needed – You'll be asked to resubmit or upload an additional document
What If I Don’t Hear Back?
If it’s been more than 5 full business days and you haven’t received an update:
➡️ contact our support using the chat widget or via help@gnosispay.com.
Please include the email address you used to sign up, and we’ll follow up with our verification partner on your behalf.
Need More Help?
If you're preparing to complete KYC, check: