Your identity verification may be refused if the document you submitted does not meet the required readability or validity criteria necessary to complete the KYC process.
What are the most common reasons for refusal?
Your identity document may have been rejected for one of the following reasons:
- The document is not fully readable
- Part of the document is cut off (all four edges must be visible)
- The photo quality is insufficient (blurry, too dark, or reflective)
- The document is expired
- The document does not include an expiration date (e.g. old paper-format driving licence)
Before submitting your identity document, please ensure that:
- The photos are clear and properly framed
- All information on the document is perfectly visible
- The requested selfie meets the app instructions
Our verification partner will guide you step-by-step during the capture of your document and selfie.
If your KYC is refused, you will see a rejection message directly in the application, indicating the reason for the refusal. A notification email will also be sent to you.
You will then be able to restart a new verification directly from the application, making sure to follow all instructions carefully.
How long does identity verification take?
The verification of your document may take up to 3 working days, depending on the volume of requests being processed.
During this period, your status may appear as “pending”.
If the verification appears stuck or does not progress, we invite you to consult this article:
Why does a step in my registration appear to be stuck?
The validation of your identity documents is carried out exclusively through the Vancelian application; our customer support team does not intervene in this process.