Troubleshooting KYC Verification

If your verification failed, please read this page carefully before contacting support. Background on the process is in why identity verification matters. We use Verisoul, an advanced multi-signal fraud prevention platform. It does far more than just scan your face. Even if the camera check itself went fine, the system may still reject you based on dozens of other signals collected in the background during your session.

What Does Verisoul Actually Check?

When you start verification, Verisoul runs a full background analysis of your session - see why we use Verisoul for what it does and why. This includes all of the following simultaneously:

• Device Fingerprinting: Your browser, hardware, fonts, screen resolution, canvas signature and dozens of other device characteristics are fingerprinted. If this matches another account, you will be flagged even if you use a completely different email address.
• Account Linking: Verisoul cross-checks whether your device, IP address, or behavioral signals overlap with any existing account on the platform.
• Bot Detection: Automated behavior patterns, scripted interactions, auto-clickers and suspicious timing patterns are all detected.
• Proxy & VPN Detection: Any IP-masking tool, including free browser-based VPNs, Tor, or data center IPs, causes an immediate rejection.
• Geolocation & Location Spoofing: Your GPS and network location are cross-checked. If they do not match, or if location-altering software is detected, verification fails.
• Device Risk Score: Each device has a risk score based on its history and reputation. High-risk devices are automatically blocked regardless of who is using them.
• Email Intelligence: Disposable, temporary, or suspicious email addresses are flagged as part of the assessment.
• FaceMatch & Liveness Check: A camera check is performed to confirm you are a real, unique, live person and not a photo, video, mask, or AI-generated image.

Common Error Messages

• Session expired: Your session timed out. Refresh the page and try again - see fixing session and token errors.
• Camera permission denied: Allow camera access in your browser settings before starting the liveness check.
• Face scan not completed: Follow the on-screen instructions carefully (e.g., move closer, look left/right, hold still).
• Liveness check failed: Ensure you are in a well-lit area and are not using a photo, video, or AR filter.

Why is my KYC status "Failed"?

Even after completing the steps, your verification can be automatically rejected if the overall risk score is too high. The most common causes are:

• VPN or Proxy: Any IP-masking tool, including free browser VPN extensions, triggers an immediate rejection.
• Multiple Accounts: Your device or identity signals match another registered account on our platform.
• Privacy Browser or Extensions: Fingerprint-blocking extensions, canvas blockers, or hardened privacy browsers can cause false positives because they make your device appear spoofed.
• Automated Behavior: Scripts, macros, or auto-clickers used at any point during your session.
• Location Mismatch: GPS and network location do not match, or location-altering software was detected.
• Identity Fraud: Fake images, deepfakes, masks, or AI-generated faces during the camera check.

Request a Manual Review

If you believe your rejection was made in error, you can request a manual review from our team.

• Processing time: Typically 1-5 business days, often faster.
• What to expect: You will receive an email explaining the specific reason for approval or final rejection.