If your Proof of Identity (POI) or Proof of Residence (POR) documents have been rejected during the account verification process, then you may need to take action to resolve this.
- How to check the reason my document was rejected
- Rejection reasons
- Examples of incorrect documents uploaded
- Examples of correct documents uploaded
Before submitting documents for verification, please provide two different documents for POI and POR. As an added security measure,documents previously used will not be accepted.
How to check the reason my document was rejected
You will receive an email that states that the document was rejected, however the exact reason and the steps to be taken can be found by logging in to the PA.
Rejection reasons:
|
Reason |
User action required |
|
Requires the participation of a compliance officer. |
The document uploaded is in an unsupported language. Please upload again. |
|
Text in the document can't be read. Please take a better photo. |
The photo uploaded is of poor quality. Upload a better quality photo or choose a different format. |
|
Upload all the required documents to complete verification. |
Additional documents are required to complete the verification. Please check the requirements again. |
|
Please upload a photo of your birth certificate. |
NIN slip has been uploaded as POI in Nigeria. Please upload a copy/photo of your birth certificate. |
|
The document must have an appropriate stamp. |
Please upload a birth certificate with a stamp. This is applicable for Nigeria. |
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Edited photos are not accepted. Please upload an original photo. |
The document photos have been edited. Please upload original photos or choose a different format. |
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Sorry, your identity document has expired and can't be used for verification. Please try a different identity document. |
The document uploaded has expired. Please upload a valid document. |
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The identity document should be valid for at least 1 month from the date of submission. |
The identity document uploaded is expiring in less than a month. Please upload a document with a validity of one month or more. |
|
Sorry, your identity document is invalid and can't be used for verification. Please try a different identity document. |
The document uploaded is invalid. Please upload a valid document. |
|
Comments vary depending on the type of the document. |
The document is missing either the front page, back page, or a few pages in between. |
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Your document is either damaged or cannot be read. Please try another document. |
The document uploaded is damaged. Please upload a different document. |
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Please upload a photo of another identity document that has your full name and date of birth. |
The uploaded document is missing full name and/or date of birth. Please upload a different document. |
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Please make sure that your identity document has a photo of your face, and it is clearly visible. |
The uploaded document is missing a recognizable photo of the owner. Please upload a document with a clear photo of your face. |
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Your region is not supported. |
The document uploaded is not from the region where your account is registered. Please check and upload the correct document. |
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All corners of the document must be visible. |
The corners of the document are not visible. Please upload again. |
|
All document data must be clearly visible. |
The data in the document is not clearly visible. Please upload again. |
|
Document cannot be accepted as PoA |
The address document uploaded is not acceptable. Please upload your utility bill, bank statement, credit card statement, tax invoices, or other government issued residential statements/certificates. Also note: - We do not accept medical bills, purchase receipts or insurance statements - Proof of Address must be issued within the last 6 months. |
|
The document had to be issued in the last 6 months. |
The address document uploaded has been issued more than 6 months ago. Please upload a document issued within the past 6 months. |
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The document must contain your full name. |
The address document uploaded does not contain your full name. Please upload a different document. |
|
The document must contain your full home address. |
The address document uploaded does not contain your full address. Please upload a different document. |
|
The document must contain either the document number or your full name. |
The page of the address document must contain either your full name or the document number. Please upload again. |
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The document should be valid for at least 1 month from the date of submission. |
The address document uploaded is expiring in less than a month. Please upload a document with a validity of one month or more. |
|
The country on the submitted document must match the one you chose in your profile. |
The document uploaded has not been issued in the country you have chosen for your profile. Please upload a correct document. |
We recommend following the link for a very detailed look at Exness account verification documents, and what is required for them to be accepted.
Examples of incorrect documents uploaded
We have listed a few incorrect uploads for you to take a look at and see what is considered unacceptable.
- Proof of Identity document of an under-age client:
- Proof of Address document without the name of the client
Examples of correct documents uploaded
Let us take a look at a few correct uploads:
- Driver’s license uploaded for POI verification
- Bank statement uploaded for POR verification
Now that you have a clear idea of how to upload your documents, and what to keep in mind - go ahead and complete your document verification.