At WebitPay, we prioritize a seamless and secure user experience, and the KYC (Know Your Customer) verification process is a core component of this commitment. We understand that you may encounter some issues during the verification process. In this article, we aim to provide you with clear insights and solutions regarding common problems you might face with KYC verification.
Possible Reasons for KYC Verification Failure:
Age Verification Failure:
WebitPay has a minimum age requirement of 18 years.
List of Unsupported Countries and Regions: WebitPay does not support the following countries and regions: Afghanistan, Belarus, Bosnia and Herzegovina, Burkina Faso, Myanmar, Burundi, Cameroon, Canada, Central African Republic, China, Congo, Croatia, Cuba, Democratic Republic of the Congo, Eritrea, Ethiopia, Guinea-Bissau, Haiti, Iran, Iraq, Jamaica, Kosovo, Lebanon, Liberia, Libya, Macedonia, Mali, Montenegro, Mozambique, Nicaragua, North Korea, Palau, Russia, Rwanda, Senegal, Serbia, Sierra Leone, Slovenia, Somalia, South Sudan, Sudan, Syria, Tanzania, Uganda, Ukraine, the United States, Venezuela, Yemen, Zimbabwe.
Common Reasons for Facial Recognition Failure:
•Glasses Reflection: The reflection from glasses may interfere with the verification process during facial recognition. To ensure successful verification, please remove your glasses during the recognition process.
•Incomplete Face Capture: Successful facial recognition requires a complete image of your face within the frame. Please ensure your entire face is properly positioned and fully visible in the frame during verification.
•Discrepancy with ID Photo: If there is a significant difference between the facial recognition video and your ID photo, we recommend using your official ID during the facial recognition process.
•Other Situations During Recognition: If other individuals appear in the frame during the facial recognition process, or if the system detects you using a mobile phone, this will lead to verification failure.
•Face Does Not Match ID Photo: Facial recognition must be completed by the actual holder of the document. If the verification is conducted by someone other than the account holder, or if a document photo or pre-recorded face video is used for verification, the system will detect an anomaly and mark the verification as failed.
Common Reasons for ID Document Review Failure:
•Unsupported Document Types: Please submit acceptable documents for review as indicated on the verification page. For example, when selecting document types, the options may include: passport, ID card, driver's license. If you upload a residence permit, the review will fail.
•Document Photo Does Not Meet Requirements: If you upload a printed photo of the document, a screenshot, a damaged document, or if the photo is blurry, it will result in a failed review. KYC verification requires a photo of the original document, ensuring that the document is intact and all information is clearly visible.
•Expired Documents: WebitPay only supports ID documents that are valid for more than three months.
Duplicate Verification: Each user's identity information can only be verified for one WebitPay account. Even if different document types are submitted, the system will determine based on the identity information, and duplicate verification accounts will fail the review. If a user confirms that the previously verified old account has been deleted for more than 15 days, they can contact customer service to process the verification of a new account.
Basic Information Mismatch: Users must strictly submit information according to what is on the document. The order of the surname and first name, date of birth, and document number must all match the information on the document.