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When KYC is rejected, correct the issue named in the actual notice. A clearer photo can solve an image problem, but it cannot fix an expired document, an unsupported evidence type or a mismatch in the underlying account details.
This guide helps classify a failed identity-check submission, prepare genuine replacement evidence and request a focused review. Official Deriv and Quotex examples were checked on 24 October 2026. Their requirements are provider-specific, not a universal document list.
Why identity verification may fail
Deriv’s declined-document guidance lists unreadable or dark images, invalid or expired documents, cropped edges and details that do not match the profile. It asks for a valid document, visible corners, clear lighting and matching profile information. These are examples of specific corrective checks rather than proof of why your own submission failed.
| Issue category | What to inspect | Useful next step |
|---|---|---|
| Image quality | Blur, glare, shadows or missing text. | Capture a fresh readable image using the requested format. |
| Document eligibility | Type and issuing country accepted for the task. | Ask which genuine alternative is supported. |
| Validity | Expiry date or required issue period. | Use valid evidence meeting the actual rule. |
| Profile mismatch | Name, birth date or residential address. | Use the official correction process and supporting records. |
| Liveness or selfie | Capture completion and the specific failure message. | Follow the live instructions or request technical help. |
| Unexplained restriction | No actionable reason given. | Request the outstanding requirement and review route. |
Save the original rejection text and task ID. “Verification failed” may be an umbrella notification; the detailed account notice can identify which evidence is affected. A rejected address document does not necessarily mean the identity document was also rejected.
Match a rejected evidence item to its actual defect
Conceptual teaching examples only: no personal documents, live transaction records or actual provider screens are shown.
A. Photo framing: four edges visible
Readable · no glare
Illustration, not an ID
Use a genuine, unaltered document captured according to the provider’s requirements. Do not crop away edges or obscure required details; recapture if glare or blur prevents reading.
B. Rejection reason → targeted correction
Improve lighting, focus and framing; keep the original document unchanged.
Check the requested document category and current account instructions.
Ask genuine support what is required; do not edit identity data to force a match.
A better photograph will not necessarily resolve an unsupported document type or an ownership mismatch. Save the original reason and submission reference.
This visual does not promise approval or define one universal KYC rule. Requirements differ by provider, entity and task. Submit sensitive documents only through the independently verified official process.
ID photo rejected: a practical capture checklist
Use the genuine original document and the capture method requested by the provider. Place it on a stable surface with even light, hold the camera steady and check the full image before submitting. Make sure important text is readable at normal zoom.
Do not digitally redraw a name, change a date or remove a security feature. If a required field cannot be read because of damage, ask whether a different accepted document is needed. A sharpened or filtered image may not solve a damaged original.
Check front and back requirements separately. Uploading only one side of a document when the task requests both is an incomplete submission, even if the image quality is excellent. Follow the account’s instructions about colour, file type and size instead of using a universal internet checklist.
Unsupported document versus upload error
A file can fail before any identity review happens. Record whether the interface rejected the format, the upload did not finish or a reviewer declined the submitted evidence. These events need different responses.
For example, a PDF upload error does not establish that the underlying statement is unacceptable. Conversely, converting an unsupported document into another file format does not make its content eligible. Ask the provider which problem its message refers to.
Keep a record of the file submitted, task and timestamp, using a neutral filename that does not expose document numbers. Do not send an entire archive of personal records when support has requested one specific replacement.
Proof of address rejected: date, name and residence
Deriv’s profile-verification guide provides an example of address evidence dated within the last three months, with accepted categories including utility bills, bank statements and government letters. That is its published example; another provider may use a different period or list.
Check whether the notice asks for residential address, mailing address or another defined field. A document showing a different address is not fixed by improving the photo. If you recently moved, explain the change and ask how to update the profile using genuine current evidence.
If a bill is in another household member’s name, do not edit it. Ask for the legitimate alternative or additional evidence the provider accepts. A family relationship does not automatically make every household document acceptable for every account.
Name mismatch, transliteration or genuine name change
Compare the exact fields: missing middle name, spelling variation, changed surname and date-of-birth discrepancy are different problems. Ask which field conflicts and how the provider handles a genuine correction or transliteration difference.
Quotex’s FAQ asks customers to register accurate personal details and to contact technical support to correct profile information. It also describes identity, selfie and address evidence as possible requests. Those examples do not establish that every document type or correction is automatically approved.
Where a legal name has changed, request the accepted supporting record through the official review process. Do not create a second identity or substitute somebody else’s document to avoid resolving the original mismatch.
Selfie or liveness verification failed
Deriv’s verification guide tells users to follow the on-screen liveness instructions with a clear, centred, well-lit face. Use the live flow requested by the account rather than assuming a saved portrait is an acceptable substitute.
If the camera does not open, distinguish a technical capture failure from a reviewer decision. Check browser or app permissions through normal settings, confirm the camera works and preserve the error wording. Request technical assistance if the supported flow still fails.
If a disability, camera limitation or other practical issue prevents completion, ask for the provider’s supported alternative or manual review. Do not use prerecorded material, another person’s face or software designed to bypass the check.
Resubmit once the correction is clear
- Preserve the rejection notice, submission date and task or ticket number.
- Identify the exact evidence and issue being challenged.
- Confirm accepted documents and technical requirements in the genuine account.
- Make the appropriate genuine correction.
- Submit through the requested channel and keep confirmation.
- Ask what remains outstanding if the next response is unclear.
A resubmission is not necessarily approval. Keep “uploaded”, “under review” and “approved” separate in your record. Do not turn a general marketing estimate into an unconditional deadline for a case requiring further review.
A clear KYC review request
Please review verification task [ID]. I submitted [document category] on [date], and the rejection says “[exact wording]”. I corrected [specific issue] and resubmitted on [date/time/timezone] through [official channel]. Please confirm whether that resolves the issue, identify any remaining requirement and link the accepted document criteria. If this evidence is unsupported, please explain the genuine alternative or review procedure.
For an unclear notice, ask for the requirement rather than demanding a particular approval outcome. Keep the request concise and avoid sending conflicting document versions across several support channels.
Protect documents and separate KYC from withdrawal eligibility
Verify that the request appears in your genuine account before sharing sensitive evidence. Read the privacy information and upload only what is requested through the supported channel. Do not post ID images, selfies, document numbers or full payment details in public complaints.
Passing verification does not establish regulatory permission, and a rejection alone does not establish fraud. A payment can have other unresolved conditions after identity approval. Ask which task remains rather than assuming every withdrawal delay is a KYC problem.
Frequently asked questions
Should I keep uploading the same rejected image?
First identify and correct the stated defect. An unchanged file usually provides no new evidence for a review.
Can I edit a statement to match my profile?
No. Correct the underlying account details or supply genuine accepted evidence through the official process.
Does every provider accept the same address document?
No. Check the current country, document, date and format requirements for your particular task.
What if no rejection reason is provided?
Request the specific unmet requirement and available review process, preserving the original notice and correspondence.
Sources and related guides
- Deriv declined-document guidance.
- Deriv profile verification: provider-specific capture and address examples.
- Quotex FAQ: accurate details, correction requests and example evidence.
Related: Pocket Option verification · Quotex verification · Verification and payments hub · Research methodology.
Scope: Checked 24 October 2026. This checklist supports a genuine document review; it does not guarantee approval or determine a provider’s legal status.