Why did my KYC verification fail?

We use Digital ID to comply with KYC requirements.

Please note that once you click the 'Verify with Digital ID' button, anything that happens in the newly opened pop-up window happens on Digital ID's end, and we have no control over it.

On rare occasions, the KYC process fails to complete successfully.

Common reasons verification may fail:

- ID document has expired
- Address does not match records
- New document number (e.g. new passport)
- Recent name change
- Wrong information entered (e.g. entered card number instead of driver number)
- Internet connectivity issues
- Web browser not up to date
- Browser cookies preventing the exchange of data
- You are using a ‘private' browser (incognito mode)
- If you are using an Android device, some models have issues with Digital ID
- Some issue with your Digital ID account (if you have one)
- You may have clicked “Cancel” instead of “Allow” at the final step, which requests to share your details with Bitaroo.

Common solutions:

- Log out, hard refresh (command/ctrl + R), log in
- Make sure ‘incognito mode' isn't turned on
- If you have an account with Digital ID, try verifying your ID as a guest with them, not via your Digital ID account
- Use a different Identification card (for example, your Passport instead of your Driver Licence), ideally on a different device (or at the very least on a different browser, otherwise delete cookies first).