If you have failed your verification, you will be prompted to resubmit any information that doesn't meet our guidelines. You can also read our blog post on how to be successful in your account verification submission.
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
1. Your age is below 18
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. Identity document is expired
Your proof of ID must not be past its date of expiry.
3. Name, nationality, or date of birth does not match the identity document provided
Please ensure that you have filled out your personal details correctly. Your date of birth and your full name need to match your Proof of ID.
4. Image of the identity document is unclear
Please retake your proof of ID photo - the information needs to be clearly readable.
5. Image of the identity document is not complete
Please retake your proof of ID photo - it has to be taken in full and uncropped. Make sure none of the details are covered by your hands/fingers.
6. Identity document must contain a unique ID number
For security and compliance purposes, your proof of identity must contain an ID number.
7. Identity document must contain the date of birth
For security and compliance purposes, your proof of identity must contain your date of birth.
8. Identity document must contain a photograph of face
Your proof of identity document must have a photograph of your face.
9. Identity document must contain nationality
For security and compliance purposes, your proof of identity must contain your nationality or a means to distinguish your nationality.
10. Identity document must be issued by a national or federal government agency (not state level)
Your proof of identity document must only be issued by a national or federal government agency. State-level IDs do not meet our minimum requirements.
11. Identity document is not an accepted type
At the moment, we accept international passport and certain accepted national IDs as proof of identity. For the list of national IDs accepted, kindly refer to this list here: Supported National IDs for Account Verification
12. Image of identity document should not be a photograph of a computer screen
The image of your identity document must be a live photo of the physical document. Images of photographs or computer screens are not acceptable.
13. Identity document submitted does not match chosen type
When submitting your account verification, kindly select the correct ID type. This can be confirmed on the Citizenship Info>Proof of Identity screen (e.g. Under Identity document type, Select International Passport if you will be submitting your passport).
Proof of Identity Selfie
1. Selfie doesn’t match identity document
Your selfie photo must match the photograph of your face on your proof of identity document.
2. Selfie is of poor quality
Please retake a photograph of your selfie. It has to be clear and visible.
3. Face is not clearly visible in selfie
Please retake a photograph of your selfie. It has to clearly show your face in good lighting with nothing obscuring any part of your face.
Proof of Residence
1. Proof of address is older than 3 months
Please ensure your proof of address document is valid and is dated within the last 3 months.
2. Proof of address is missing a date stamp
Your proof of address must show a date stamp and should be dated within the last 3 months.
3. Proof of address is not a supported document
For accepted proof of address documents, please refer to this support article - What documents are required for proof of residency?
Note: We accept documents that are indicative of an ongoing relationship between the sender of the correspondence and the customer (for example, recurring monthly invoices). However, whether a document is acceptable under these criteria will be handled on a case-by-case basis by the compliance agent performing verification.
4. Image of Proof of address is unclear
Please retake your proof of residence photo - the details on your photo needs to be readable.
Alternatively, with the TenX Wallet app v3.11.5 and above, you'll be able to upload proof of address photos (PNG and JPG format) saved on your device.
5. Image of Proof of address is not complete
We need the full address page of the proof of residence; please do not crop the page.
6. Investigation shows the user resides in an ineligible country
Our investigation showed that you are residing in an ineligible country.
For a list of our unsupported countries, click HERE
7. The address on the app contains a typo or a spelling mistake
Please input your address correctly in the TenX app.
We highly recommend you to input all relevant address details (e.g. house/apartment/floor number, street name/number, building name, city, postal code, etc.).
8. The name on the proof of address document must match your name on the app
Please submit a proof of address document which is under your name.
9. There is a typo or spelling error on the proof of address document
Please submit a proof of address document which has all your relevant info (e.g. name, address) spelled correctly.
10. The address on the proof of address document is incomplete
Please submit a proof of address document which shows your complete address.
11. The complete address must be displayed on the proof of address document
Please submit a proof of address document which shows your complete address.
12. The address on the app must be the same as the address on the proof of address document
Please input your address in the TenX app the same way/order it is shown on your proof of address document.
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