If your identity verification (KYC) was rejected, failed, or appears to be frozen, this guide explains what went wrong and how to fix it.
KYC is only required for the Virtual USD/EUR Account and Digital Card features. Basic sends, receives, deposits, and withdrawals do not need verification.
Why did my verification fail?
Most rejections happen for one of these reasons:
Name mismatch — The name you entered does not exactly match the name printed on your ID document. Even a middle name, nickname, or extra space can cause a rejection.
Poor image quality — Your ID photo was blurry, too dark, had flash glare, or was cut off at the edges.
Expired or damaged ID — Your ID card is expired, has visible damage, or is no longer valid.
Selfie did not match — The liveness check selfie did not match the photo on your ID, or the selfie was unclear.
Wrong document type — The document uploaded is not an accepted government-issued photo ID (such as a national ID card, passport, or driver's licence).
How to resubmit
If your verification was rejected, you can try again:
Open the Virtual Account or Digital Card feature in the MiniPay app.
Follow the on-screen instructions to restart the verification flow.
Before submitting, make sure your name exactly matches your ID, your ID is valid and undamaged, and your photos are clear and well-lit.
Submit and wait for the result.
Tips for a successful resubmission: use natural light (not flash), hold your ID flat and fully in frame, and ensure your full name — including any middle names — matches your ID exactly.
My verification shows 'Under Review'
Seeing 'Under Review' means your application is being checked by our compliance team — this is normal and no action is required from you at this stage.
This process typically completes within 24 hours.
You will receive an email notification once your review is complete.
If you have not heard back within 3–5 business days, contact MiniPay support through the in-app Help menu.
My verification screen appears frozen
If the verification screen is loading indefinitely or the form won't move forward at all (distinct from the 'Under Review' status above — a genuine technical freeze):
Close the app fully and reopen it.
Check your internet connection and try again.
If the issue continues, contact MiniPay support through the in-app Help menu.
Still rejected after resubmitting?
If your verification keeps failing after multiple attempts, contact MiniPay support through the in-app Help menu. Please include:
A description of the error message or rejection reason shown
The type of ID document you are using
The feature you are trying to activate (Virtual Account or Digital Card)