If your identity verification (KYC) application is rejected, it is usually due to a minor issue with the documents or photos submitted.
The most common reasons for verification failure include:
- Expired ID: The government-issued ID submitted is past its expiration date.
- Poor Image Quality: The photo of your ID or your liveness check (selfie) is blurry, distorted, or obscured by glare.
- Mismatched Information: The details on your Proof of Address or ID do not match the information you provided during account registration.
- Incomplete Documents: The document submitted is missing pages or does not show all required information (e.g., a Proof of Address that cuts off the issuing authority).
How to Fix a Rejected Application
If your application is rejected, we will send you an automated email explaining the exact reason for the failure.
- Check your email: Look for the message from BitMEX explaining the exact reason your submission was not accepted. (If you don't see it, remember to check your spam/junk folder).
- Review our requirements: Before trying again, we highly recommend reviewing our guidelines on What do I need to provide during the verification? to ensure your new documents meet all criteria.
- Resubmit: Log back into your BitMEX account and restart the verification process, ensuring you address the specific issue mentioned in your rejection email.
Still Unsure Why You Were Rejected?
If you have reviewed your rejection email and are still unsure how to proceed, our Support team can help.
Submit a ticket with a brief description of the issue you are experiencing.