If your KYC verification was rejected, don't worry — it's usually easy to fix. Here are the most common reasons and what to do.
Blurry or unreadable photos
The most frequent issue. Make sure your document photos are sharp, well-lit, and show all four corners of the document. Avoid glare and shadows.
Fix: Retake the photos in natural light on a flat, dark surface. Hold your phone steady or prop it against something.
Expired documents
Your government-issued ID must be currently valid. Expired passports, licenses, or ID cards will be rejected.
Fix: Submit a document that hasn't passed its expiration date.
Name mismatch
The full name you entered during registration must exactly match the name on your submitted ID. Even small differences (middle names, abbreviations, accents) can cause a rejection.
Fix: If your name doesn't match, contact support at support@phenompoker.com to update your registration details.
Proof of address too old
Your proof of address document must be dated within the last 3 months.
Fix: Submit a more recent document.
Selfie doesn't match
Your selfie must clearly show your face and match the photo on your submitted ID.
Fix: Take a clear, front-facing selfie in good lighting without accessories covering your face.
Still having trouble?
Contact our support team at support@phenompoker.com with your nickname and a description of the issue. We'll help you get verified.