If you have failed your verification, you will be prompted to resubmit any information that doesn't meet our guidelines.

Unless your details conflict with our compliance policies OR you have not hit the 30th day since you were first informed to submit your identity verification, you can continue to use your TenX wallet as normal. 

The following are the possible reasons why your submission has been rejected:

Proof of ID

Proof of Residence

Proof of ID

1. You are less than 18 years of age

Your age is calculated from the date of birth you submitted, to the current date. In all our supported regions, It is a legal requirement that TenX can only service customers of 18 years and older. 

If your age is discovered to be less than 18 during identity verification, your account will be banned. If this happens - and you have cryptocurrencies stored in your TenX wallet, please submit a support ticket. You will be instructed on how to get your funds retrieved, and to close your account.

If you are 18 years of age or greater, and have incorrectly been flagged by our system (perhaps due to a year entry mistake or a glitch), do send a support ticket with details. Changing your age will need supporting documents to ensure that we have the correct data.

If you reach 18 years of age after your account was banned and wish to use TenX, you will need to register a new account. 

2. An invalid Proof of ID was submitted

Currently, we only accept the travel passport as a proof of ID. For reference, refer here.

3. Your Proof of ID is unreadable

Please retake your proof of ID photo - the information needs to be clearly readable. 

4. Your proof of ID omits part of the document

Your Proof of ID needs to be photographed in full - i.e the photo page of your passport along with the page immediately after it. Do not crop any part of your Proof of ID.

5. Your Proof of ID is out of date

Your proof of ID must not be past its date of expiry.

6. Your details on your Proof of ID do not match the one we have on file

Please ensure that you have filled out your personal details correctly. Your date of birth and your full name need to match the your Proof of ID.

Proof of Residence

1. An invalid Proof of Residence was submitted

For reference on what we accept as a proof of residence, refer here.

2. Your Proof of Residence is unreadable

Please retake your proof of residence photo - the details on your photo needs to be readable. 

3. Your Proof of Residence omits part of the page

We need the full address page of the Proof of Residence; please do not crop the page.

4. Your Proof of Residence is out of date

The proof of residence must be recent - it must be 3 months old or less.

5. Your Proof of Residence does not show a date

This is for us to confirm the age of the Proof of Address. 

6. The address on your Proof of Residence does not match the one we have on file

Please ensure that you are submitting proof for your current place of residence. 

Please also ensure that the data for your place of residence is entered correctly. It must match the document you submit. 

If you have just moved and do not have proof for your new home yet - you can instead submit proof for your old home. This will be accepted as long as the document is less than 3 months old.

You can apply to have your address updated when you receive a residence proof for your new home.

7. The Proof of Residence does not have your name on it

Your name should appear on the proof of residence submitted. "Shared bills" will also be accepted provided your name also appears on the bill. 

8. The region in your residence address is not supported

The supported regions for the use of the TenX wallet or card are listed here.

If your address is located in the countries listed under "Unsupported", your account will be banned. Contact support for instructions on refunding your card order (if any) and how to retrieve your funds.