If your identity verification application is rejected, it may be due to one of the following reasons. Please take appropriate corrective measures based on the reason provided to ensure compliance before resubmitting your application.
1. Document Issues
| Rejection Reason | Description | Solution |
| Invalid Document / Missing Information | The system detected inaccurate or missing personal details such as name, date of birth, or expiration date. | Ensure that the name, date of birth, and expiration date are clear and legible. Valid documents include an international passport, national ID card, driver’s license, and residence permit (only accepted in specific countries/regions). |
| Invalid Photo in Document | The uploaded document photo may be blurry, cropped, or intentionally obscured, or an unrelated document photo was uploaded. | Ensure that the facial information on the identity document is clearly visible. Do not edit or crop the photo; ensure all four corners are clearly visible. |
| Damaged Document | The uploaded document is of poor quality or damaged, making it unreadable. | Make sure the uploaded document is complete and clearly visible, with no damage or missing information. |
| Non-original Document | The system detected unacceptable screenshots, scanned copies, printouts, or edited documents. | Ensure you upload an original document. Do not edit or crop documents using image processing software (e.g., Photoshop). The uploaded file should be in its original PDF or JPEG format. |
| Black and White Document | The system detected that the uploaded document is in black and white. | Upload a colored original document or screenshot, ensuring the file reflects the real colors. |
| Missing Document Pages | The uploaded document is missing pages or important information. | Re-upload a complete image of the document, ensuring all four corners are clearly visible. If applicable, provide both the front and back sides of the document. |
| Expired Document | The uploaded identification document has expired. | Ensure the uploaded ID is within its validity period, as expired documents will not be accepted. |
| Unsupported File Size or Format | The uploaded file size is too large, or the format is not supported. | Convert the file to a JPEG or PDF format as required. Ensure the file size meets platform requirements (typically must not exceed a certain limit). |
| Uploaded Temporary Document | A temporary ID or unofficial document was submitted, which may not be accepted. | Use an official and long-term valid document, such as a passport, national ID card, or driver’s license. Avoid using temporary IDs. |
| Modified or Altered Document | The submitted document was found to be modified, altered, or otherwise tampered with. | Submit an unaltered original document. Do not use any editing software or tools to modify the document. |
2. Personal Information Entry Issues
| Rejection Reason | Description | Solution |
| Missing Middle Name | The applicant did not enter their full name, including the middle name, as per their ID document. | Ensure you enter your full legal name, including your first, last, and middle name (if applicable). |
| Name in Different Language / Mismatch | The applicant entered their name in a different language from that on their ID document, or the name on the ID does not match the passport. | Ensure the name is entered in the same language as shown on the ID, passport, or driver’s license. Avoid using different languages. |
| Document Information Mismatch | The submitted document information (e.g., name, date of birth) does not match the platform's records or previously submitted data. | Ensure that all information exactly matches the details on your ID document. Any discrepancies may lead to rejection. |
3. Facial Recognition and Photo Issues
| Rejection Reason | Description | Solution |
| Manual Review Requirement Not Met | The applicant did not upload a selfie holding their ID during manual review. | Upload a clear photo of yourself holding your ID, passport, or driver’s license, as required for the third photo. |
| Face Mismatch / Information Inconsistency | The system detected that the submitted profile photo does not match the facial recognition data, or the quality was poor. | Ensure your face is clearly visible and matches the photo on your ID. Follow the system instructions, avoid poor lighting, and ensure proper facial recognition. |
| Invalid Selfie | The submitted selfie is blurry, has poor lighting, or does not match the ID document photo, making verification impossible. | Ensure the selfie is clear, well-lit, with no obstructions, and that it matches the ID photo. Follow the platform instructions carefully when taking the photo. |
4. Account-related Issues
| Rejection Reason | Description | Solution |
| Restricted Country/Region | The applicant is from a country or region not supported by BitTap. | Due to legal regulations, BitTap does not support users from the following locations: Canada (Alberta), Crimea, Cuba, Donetsk, Hong Kong (China), Iran, Luhansk, North Korea, Singapore, Sudan, Syria, the United States, etc. |
| Politically Exposed Person (PEP) | The applicant is a politically exposed person (PEP) or a sanctioned individual, which violates platform policies. | BitTap does not support KYC verification for PEPs or individuals on sanction lists. Ensure that you are not listed as a PEP or sanctioned person. |
| Under 18 | The system detected that the applicant does not meet the minimum age requirement. | According to BitTap policy, the platform only supports users aged 18 and above for KYC verification. |
| Document/Identity Already Used | The same identity document has been used for verification on another BitTap account. | Each user’s ID can only be used for one account. To reuse an ID, the previous account must be deleted before reapplying. |
| Duplicate ID Document Usage | The submitted ID document has already been used for another account, causing duplicate verification. | One document can only be used for one account’s verification. If already used, you must close the other account or contact customer support. |
| Multiple Verification Failures | Due to multiple failed attempts in a short period, the system may automatically reject further verification attempts. | Ensure all information is accurate before submitting again. Avoid repeated failed submissions. If issues persist, contact BitTap support for assistance. |