Why Did My KYC Verification Fail?Page

At HoyaPay, we are committed to providing a secure and seamless experience for all users. The KYC (Know Your Customer) process is a critical part of this commitment. We understand that some users may encounter difficulties during the verification process. Below are the most common reasons for KYC verification failure and helpful suggestions for resolving them:

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Common Reasons for KYC Verification Failure

1. Age Restriction Not Met

• Users must be at least 18 years old to complete KYC verification on HoyaPay.

• Registration and verification are not supported in certain countries or regions. See: [HoyaPay Unsupported Countries/Regions].

2. Facial Recognition Failure

• Glare from glasses: Remove glasses during verification to avoid interference.

• Face not fully in frame: Make sure your face is centered and clearly visible in the frame.

• Significant difference from ID photo: A drastic change in appearance may reduce recognition success. Use official ID photos and maintain a natural expression.

• Other people or abnormal behavior in the frame: Avoid having others in the camera view and refrain from abnormal movements or holding the phone in front of your face.

• Verification not completed by the user: Using someone else’s photo, a recorded video, or screenshots is strictly prohibited and will result in automatic rejection.

3. Identity Document Rejection

• Unsupported document type: Only submit accepted document types as indicated on the verification page (e.g., passport, national ID, driver’s license). Unsupported documents (e.g., residence permits) will be rejected.

• Blurry or damaged document image: Submit clear photos of the original document, not screenshots or scans.

• Expired document: The ID must be valid for at least three more months at the time of submission.

4. Duplicate Submission of Identity Information Each user’s identity can only be linked to one HoyaPay account. If the system detects the same identity information on another account, the new request will be rejected.

5. Mismatched Information Ensure that your full name, date of birth, and document number match exactly with the information on your ID. Any discrepancies will lead to rejection.