Common rejection reasons for verification documents (2024)

At MoonPay, we are required to complete your identity verification to follow the Know Your Customer (KYC) laws. KYC is a multi-step verification process that confirms the identity of customers, which helps prevent the creation and use of fraudulent accounts.

The verification process is divided into four main categories:

1. Identity verification
2. Proof of address verification
3. Source of wealth verification
4. Selfie verification

Each category has different common rejection reasons while undergoing the verification process.

We may ask you to submit your photo ID again if:

• Your ID is expired
• You provided unsupported ID type - we only support the following ID types:
  • Driver’s license
  • National ID
  • Passport (except for US residents)
• Soon-to-expire ID - there's a gap of at least 30 days between submitting it and its expiry date.
• Damaged or worn out ID - ensure that your ID is not damaged.
• Blurry images - ensure the pictures are clear and all 4 corners of the ID are visible.

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Note:

See Also

Verify my account details

Documents without an English translation or Non-Latin characters - in Arabic, Hebrew, or Japanese are not accepted.

Common reasons for address verification rejection include:

• The name doesn't match - we only accept documents with your name.
• Screenshots or scans are a no-go - we only accept PDF files or the original pictures of the documents.
• Addresses on the document don’t match the address you provided during the registration process - use the same address
  you provided when making your first order.
• The document issue date is over three months - documents without an issue date will not be accepted.
• Using document types, we don't support - we only support the following documents:
  • Utility bills
  • Bank or credit card statement
  • Tax invoices (within the last 3 months)
  • Other government-issued residential statements or certificates
• Documents are folded - All 4 corners of a document need to be visible

Source of Wealth verification

Common reasons for wealth verification rejection include:

• No name is displayed on the document or the name displayed does not match the name on your MoonPay account.
• No address is displayed on the document or the address displayed does not match the address on your MoonPay account.
• The document does not display a date or the document is dated outside of the required period - see here for specific date requirements per document type.
• The document does not display a financial value or closing balance.
• The file format is not in line with requirements. PDF is the required file format for most submissions, see here for specific requirements per document type.

Where one or more of the above is true, we will ask you to resubmit documents in line with our requirements.

Common reasons for card selfie verification rejection include:

• Important information is missing - the uploaded image is unclear and lacks the card’s first six and last four digits
  and the cardholder’s name
• Blurry Images - we only accept clear images where all the information is easily read.
• Selfie - ensure that your face is shown.
• Apple/Google Pay screens - ensure that the screen shows the virtual or digital number or the physical card number

We may need a screenshot of a pending transaction from your online banking statement. You can provide this through your bank's app or website. Please read the email we sent you again. It will explain why we rejected your request and what additional documents we need.

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Note:

Remember, various wealth sources might need different documents. Check out our Verify My Account article for all the details. Following these rules is key to verifying your source of wealth.