General Identity Verification Basics
Why did my identity verification fail?
At RedotPay, identity verification helps protect your account and ensure a smooth in-app experience. Here are some common reasons why verification might fail:
1. Age: You must be at least 18 years old.
2. Unsupported countries: RedotPay does not provide services in certain regions. Please refer to our Unsupported Countries/Regions List for details.
3. Duplicate Verification: Each identity can only be linked to one RedotPay account. Submitting different document types does not bypass this rule.
4. Information Mismatch: Enter your details exactly as they appear on your official identity documents, including name order, date of birth, and ID number.
Document Submission and Review
Why wasn’t my identity document accepted?
1. Unsupported document type: Only submit identity documents listed on the verification page, such as a passport, ID card, or driver's license. If you upload other documents, for example a residence permit, your submission won’t be accepted. 2. Unclear or invalid document photo: Blurry images, screenshots, damaged documents, or printed copies are not accepted. Upload a clear photo of the original, showing all details. If issues persist, contact customer support. 3. Expired or outdated identity document: Make sure your identity document is valid and up to date before submitting.
My identity document update says complete. Why do I still need to resubmit?
This can happen when our system or policies change, especially for identity documents that never expire in some countries. For example, if you uploaded a permanent Identity document like a Brazilian driver’s license, please try re-uploading a passport or ID card in the app.
What should I do if my identity document has expired?
Make sure your identity document is valid for at least three more months. If your document has expired, please upload a new, valid identity document (like a passport or ID card) in the app and resubmit it as soon as you can.
What if my identity document (like a Portuguese residence permit) shows as expired but really isn’t?
If your identity document (like a Portuguese residence permit) shows as expired but is actually still valid, your identity verification remains active. We review these cases regularly, so your account should work as normal. If you notice any issues, please contact customer support.
Facial Recognition and Data Capture
What steps should I take if facial recognition fails?
If facial recognition doesn’t work, please make sure you’re the one attempting verification. Avoid using photos or recorded videos. Try these tips to improve your chances:
Remove your glasses to avoid glare.
Make sure your whole face is centered and fully visible in the frame.
Use your official ID (the same one on file) for the verification.
Avoid having other people or distractions in view while scanning your face.
We can offer a 90-day extension to retry. If you continue to experience issues, record your attempt and contact customer support for assistance.
What if I see an "Applicant data issue" during identity verification?
If you see an “Applicant data issue,” it usually means the system had trouble reading your identity document (for example, your name or date didn’t come through correctly). Please take a clear photo of your valid identity document and reach out to customer support. We’ll help correct any errors and resubmit your information.
If your identity verification has been declined multiple times, contact our support team to request a reset so you can try again. Be sure to double-check all your document details before resubmitting.
Account and Duplicate Identity Issues
How can I fix a duplicate account issue during identity verification?
Each person can only have one active account linked to their identity. If you have more than one, keep the account with assets, withdraw from any others, and then contact customer support to help close out extra accounts.
Name and Translation Corrections
How can I fix name translation errors from non-English Identity documents?
If your name appears wrong due to a translation issue, upload your passport as an extra document and resubmit for verification. If it still doesn't match, send photos of your identity documents to customer support for assistance.