General Identity Verification Basics
Why did my identity verification fail?
Here are some common reasons why verification might fail:
1. Age Requirement: 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 are accepted, for example Passports, ID Cards, and Driver’s Licenses. Residence permits are generally not supported.
2. Poor photo quality: Ensure the image is clear, uncropped, and free of glare or blur.
3. Expired 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 verification policies updated. If you previously used a document without an expiry date (like a permanent Brazilian driver's license), please try uploading a passport or a standard ID card in the app to complete the process.
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 document (e.g., a Portuguese residence permit) appears expired but remains legally valid, your verification stays active. We regularly review these cases, and your account functions will remain unaffected. Please contact our customer support if you encounter any issues.
Facial Recognition and Data Capture
What steps should I take if facial recognition fails?
If the facial scan fails, the system may be unable to verify your biometric data. Follow these steps:
Remove Accessories: Take off glasses, hats, or masks.
Lighting: Ensure your face is centered and fully visible in a well-lit environment.
Real-time Scan: Do not use photos or pre-recorded videos of yourself.
We can offer a 90-day extension to retry. If you continue to experience issues, record your attempt and contact our customer support for assistance.
What if I see an "Applicant data issue" during identity verification?
An 'Applicant data issue' usually occurs when the system cannot accurately read your document (e.g., name or date). Please provide a clear photo of your ID to our support team; we will correct the errors and resubmit for you. If your verification has been declined multiple times, contact us to request a reset before trying again.
Account and Duplicate Identity Issues
How can I fix a duplicate account issue during identity verification?
Users are limited to one active account. If you have multiple accounts, please consolidate your assets into one, withdraw from the others, and contact support to close the duplicates.
Name and Translation Corrections
How can I fix name translation errors from non-English Identity documents?
If your name is incorrect due to a translation error, upload your passport as an additional document and resubmit. If the issue persists, send photos of your identity documents to customer support for assistance.