The following are common reasons and solutions for KYC verification failures:
| Rejected Reason | Possible Scenario | Solutions & Tips |
| Invalid ID | 1. The system has detected that your full name/date of birth on the profile is incorrect, missing or unreadable. 2. The uploaded document does not contain your face photo or the photo of your face is not clear. 3. The uploaded Passport does not contain your signature. |
1. Your Full name, Date of Birth, and Validity date need to be shown clearly and readable. 2. Your facial features need to be clearly displayed. 3. If you are uploading a Passport image, please make sure the passport has your signature. Accepted Proof of Identity Documents include: Passport, National Identity Car, Residence Permit, Driving License; Unaccepted Proof of Identity Documents include: Student Visa, Working Visa, Travel Visa |
| Invalid document photo | 1. The quality of uploaded documents may be blurred, cropped or you have masked your identity information. 2. Uploaded irrelevant photos of identity documents or proof of address. |
1. Your Full name, Date of Birth, and Validity date need to be readable and make sure that all the corners of the document are shown clearly. 2. Please reupload any acceptable identity documents such as your Passport, National identity card, or Driving license. |
| Invalid proof of address | 1. The proof of address provided is not within the last three months. 2. The proof of address provided shows another person's name instead of your name. 3. An unacceptable document for proof of address submitted. |
1. The proof of address must be dated/issued within the last three months (documents older than three months will be rejected). 2. Your name must be clearly shown on the documents. 3. It cannot be the same document as Proof of Identity. Accepted Proof of Address Documents include:Utility bills Official bank statementsResidential proof issued by the governmentInternet/cable TV/house phone line billsTax returns/Council tax bills Unaccepted Proof of Address Documents include: ID card, Driver's license, Passport, Mobile phone statement, Tenancy agreement, Insurance document, Medical bills, Bank transaction slip, Bank or company referral letter,Handwritten invoice, Receipt for purchases, Border passes |
| Screenshot / Not original document | 1. The system detects a screenshot, scan copy, printed document that are not acceptable. 2. The system detects a paper copy instead of the original document. 3. The system detects black and white photos of documents. |
1. Please make sure the uploaded document is the original file/PDF format. 2. Please make sure the photo uploaded has not been edited with image processing softwares (Photoshop, etc) and it is not a screenshot. 3. Please upload a colored document/photo. |
| Missing document page | Some pages from uploaded documents are missing. | Please upload a new photo of the document with all four corners visible and a new photo of the document (front and back sides). Please ensure that the document page with important details is included. |
| Damaged document | The quality of the uploaded document is poor or damaged. | Make sure that the entire document is visible or readable; not damaged and there is no glare on the photo. |
| Expired document | The date on uploaded identity document is expired. | Make sure that the identity document is still within the validity date and not yet expired. |
| Unrecognized language | The document is uploaded in unsupported languages such as Arabic, Sinhala, etc. | Please upload another document with Latin characters or your international passport. |
| Violation of Bitunix Terms of Services | ||
| Multiple accounts detected with the same document(s) | The system detects other verified Bitunix accounts with the same ID information. | Please be informed that Bitunix only allows one account to process verification for each person Please keep the account that has been verified successfully previously. |
| Multiple submissions with invalid document | Submission denied due to excessive file uploads. | If your application has been denied more than five times within a 24-hour period, please wait another 24 hours to try again. |
| Service restricted countries | The system detects that you are from a region or country that is not supported by Bitunix. | You are not allowed to perform trades or use the services on the Bitunix platform. Submit a request ticket here if you would like to appeal the KYC result. |
| Below 18 years old | The system detects you do not meet the age requirements. | Users under 18 years old are not allowed to perform trade or use the Bitunix platform. Submit a request ticket here if you would like to appeal the KYC result. |