At RedotPay, we prioritize a seamless and secure user experience. Our KYC (Know Your Customer) verification process plays a key role in this commitment. We understand that some issues may arise during the verification process, and we’re here to provide clear insights and solutions.
Below are common reasons why KYC verification may fail:
Unsatisfactory Age:
RedotPay requires users to be at least 18 years old.
RedotPay Unsupported Countries/Regions:
Countries/regions not supported by RedotPay for registration：
Common Reasons for Facial Recognition Failure:
Glasses Reflection: Reflections from glasses may interfere with the verification process. Please remove your glasses during the facial recognition step for better results.
Incomplete Facial Capture: Please ensure your face is fully visible within the frame. Any obstruction may result in failure.
Discrepancy with ID Photo: A significant mismatch between your live facial video and ID photo may cause the verification to fail. Please use your official ID card for facial recognition to ensure alignment.
Facial and Identity Mismatch: The facial verification must be completed by the identity document owner. Any discrepancies with the ID photo, or use of another person’s photo or video, will cause failure.
Other Issues: If someone else appears in the camera or the system detects that you are using your phone, the verification will fail.
Common Reasons for Identity Document Verification Failure:
Unsupported document type: Please submit the correct document type as per the app’s instructions. For example, submitting a residence permit when the app asks for a passport will lead to failure..
Unsatisfactory document photo: Only original documents are accepted. Please do not submit printouts, screenshots, damaged documents, or unclear photos. The document photo must be clear and all information must be visible.
Expired document: The identity document must be valid for at least 3 months from the date of submission.
Duplicate Verification: Only one account can be verified with each identity document. If you have already used your information to verify an account, submitting the same details with different documents will result in failure.
Problematic basic information: Please ensure that the basic information you provide—such as your first name, last name, date of birth, and identity document number—matches exactly what is on your identity document.