This guide explains what to do if your identity verification (KYC) was rejected. It outlines how you’ll be notified of the issue, where to find instructions to fix it, and how to re-submit documents that meet the requirements.
If your KYC (Know Your Customer) verification is rejected, it usually means one or more of your documents did not meet the required criteria. In most cases, you will be able to try again.
📩 How You’ll Be Notified
If your KYC is rejected, you'll be notified in two ways:
In-App Message: The KYC screen will show a specific error and prompt you to try again.
Email from SumSub: You’ll receive an email from our secure verification partner outlining the reason (e.g. “Document is expired", or “Blurry photo”).
✅ How to Re-Submit Successfully
Before re-uploading, make sure your new document meets all the required standards.
-
Read This First: Accepted Documents for KYC Verification
This guide includes:Document age and expiry rules
Format and clarity requirements
Matching your name and address to your profile
Prepare New Documents
Use a high-quality scan or clear photo. Make sure there’s no glare, shadow, or cropping.Submit via the App
Return to the Gnosis Pay webapp and follow the prompts to upload your corrected documents.
✏️ What If You Entered the Wrong Information?
If your rejection was due to incorrect personal information (e.g., a typo in your name or birthdate):
Contact our team using the chat widget or via help@gnosispay.com.
Include your full name and the email used for signup
We’ll guide you through correcting your profile before re-verification
📎 Quick Reference
| Problem | What to Do |
|---|---|
| Blurry or invalid document | Upload a new, valid one |
| Expired ID | Submit a new unexpired ID |
| Wrong personal info (e.g., name) | Contact support to correct it before reapplying |
| Didn’t get the rejection email | Check spam, or contact support |