Why verification can fail
Verification can fail when the document, account information, country, or risk check does not meet the required standard.
Common reasons
- The document is expired, damaged, unreadable, or not accepted.
- The photo is blurred, cropped, covered, or affected by glare.
- The details entered in the account do not match the document.
- The liveness check could not confirm that the account holder is present.
- The country, document type, or account type is not supported.
- The same document or person appears linked to another account.
- Additional compliance checks require more information.
What you can do
- Read the message shown in your Nebeus account.
- Retake the document image in good light.
- Use a different accepted document if available.
- Check that your name, date of birth, and address are entered correctly.
- Upload any requested Proof of Address, SOF, or SOW document.
- Contact support if the reason is unclear or you believe the result is wrong.
What not to do
- Do not create a second account to try again.
- Do not use another person's document.
- Do not edit documents or hide required information.
- Do not use a VPN to select a different country.
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