Summary
These are the most common Identity Verification issues reported by users and the exact steps to resolve them.
1. ID Photo Rejected
Common Causes
Blurry photo
Glare, shadow, or reflections
Edges cut off
Wrong document selected (passport vs driver’s license)
How to Fix
Use your smartphone’s rear camera
Take the photo against a dark background
Ensure all four edges of your ID are visible
Use bright natural light
2. Proof of Address Rejected
This is one of the most common Identity Verification failure reasons.
Your Proof of Address was rejected because it did not meet the requirements.
T7X now accepts:
Utility bill
Credit card statement
Bank account statement
Insurance statements (home, auto, renter’s)
Tax bill (federal/state/municipal)
IRS notice or letter
All Proof of Address documents must:
Be full-page
Show your full name and current address
Include a visible issue date within 90 days
Be clear and readable
Most common reason for rejection:
→ User uploaded only the top portion of the bill or a cropped screenshot.
Upload the entire page of the document.
3. Liveness / Selfie Check Failed
Causes
Poor lighting
Wearing glasses or hat
Camera not focused
Moving too quickly
Fix
Remove glasses/hat/headwear
Face camera directly
Hold device steady
Use smartphone instead of laptop if possible
4. “Document Not Readable” or “Low Quality Upload”
Fix
Retake a clear photo
Increase lighting
Avoid glare
Clean your camera lens
5. “Unsupported Document” Errors
Fix
Upload an accepted ID or Proof of Address from the approved list:
Passport
Driver’s license
Government ID
Utility bill, bank statement, phone/internet bill
No screenshots, cropped images, or partial pages.
6. Identity Could Not Be Verified
Possible Causes
Poor-quality uploads
Mismatch between ID and POA
Multiple unsuccessful attempts
Fix
Try uploading a passport (best results)
Ensure Proof of Address is full-page
Contact support if issue persists
Keywords
KYC rejected, document failed, Proof of Address cropped, full page required, verification error