Troubleshooting KYC Verification Issues
🆔 Identity Verification (KYC)
To unlock higher purchase limits or meet regulatory requirements, users may be prompted to verify their identity. Most submissions are reviewed within a few minutes.
✅ Checklist for Verification Success
Users go through two levels of verification depending on their purchase limits. Expand each one for requirements.
Light KYC (LKYC) — basic details
LKYC requires three fields: full name, date of birth, and email.
- Full name: Use a real name — not "Test User" or anything placeholder. A few things to keep in mind:
- Must be at least two words with a space (e.g. John Smith)
- English characters only — if the user's name is in Chinese, Japanese, Korean, Turkish, or any other non-Latin script, they should enter an English equivalent
- Single-word entries will be rejected
| Language | ❌ Original script | ✅ English equivalent |
|---|---|---|
| Chinese | 王伟 | Wang Wei |
| Japanese | 田中太郎 | Tanaka Taro |
| Korean | 김민준 | Kim Minjun |
| Turkish | Ahmet Çelik | Ahmet Celik |
| Arabic | محمد علي | Mohamed Ali |
| Russian | Иван Петров | Ivan Petrov |
| Thai | สมชาย ใจดี | Somchai Jaidee |
| Hindi | राहुल शर्मा | Rahul Sharma |
-
Date of birth: Use the user's real date of birth. This matters because if they want to upgrade to Full KYC later, the details need to match their ID document.
-
Email: A common provider works best — Gmail, Yahoo, Hotmail, iCloud, and similar. Custom domain emails are more likely to be filtered or cause verification issues.
Full KYC (FKYC) — identity documents
To give users the best chance of passing first time, make sure their documents meet these requirements:
- Government-Issued ID: A valid, unexpired passport, driver's licence, or national ID card. Images must be fully legible, high-resolution, and uncropped.
- Selfie Liveness Check: A real-time camera scan to confirm identity.
- Note for U.S. residents: Only a valid driver's licence and the liveness check are required. Proof of address is waived.
- Proof of Address (non-U.S. only): A full document scan (cropped screenshots are rejected) issued within the last 3 months, showing the user's full name and residential address.
| 🟢 Accepted Address Documents | 🔴 Not Accepted |
|---|---|
| Utility bills (gas, water, electricity, internet, landline) | Mobile phone bills |
| Bank or credit card statements (PDF format) | Statements from neobanks |
| Tax returns or council tax assessments | Medical/insurance statements or retail receipts |
🕚 Troubleshooting Verification Blocks
To check a user's current verification status programmatically, you can retrieve the lkyc_status and fkyc_status fields via the Users API. This is useful for confirming whether a pending or rejected status is reflected on your end before troubleshooting further.
Why is the application still 'Pending'?
If it's been more than a few minutes, the submission has likely been flagged for a manual review — usually because something needs a closer look.
Important: Please notify the user not to create a second account to skip the wait. Duplicate accounts trigger the kyc to fail or automatically be prompted to proceed to FKYC.
Why was the application 'Rejected'?
- Non-document KYC rejected: The user will receive an email asking them to step up to document KYC (submitting a copy of their ID).
- Document KYC declined: The user will receive an automated email explaining what fell outside compliance requirements.
- How to resubmit: The user must fully remove the rejected file before uploading a new one. Stacking the same file or retrying a failed upload multiple times triggers spam filters and extends the review delay.
🕵️♀️ Finding the Exact Rejection Reason
The rejection reason isn't available via the orders API, but you can retrieve it programmatically from the reject_type field in the verify_failed webhook event. Webhook failure events can also be reviewed directly in your partner dashboard. Here's what each value means:
reject_type value | What it means |
|---|---|
LKYC_FAILED_GENERAL | Verification failed for an unspecified reason. Contact Wert support with the user's details so we can look into it. |
LKYC_FAILED_AGE | User does not meet the minimum age requirement. |
LKYC_FAILED_UNSUPPORTED_COUNTRY | The user's country is not supported. |
LKYC_FAILED_UNSUPPORTED_STATE | The user's state or region is not supported. |
LKYC_FAILED_DUPLICATE | A verified account already exists for this user. Escalate to Wert support. |
📬 Still Stuck?
If this guide doesn't get them unblocked, reach out through any of these:
- 🤝 Partner Chat: Your dedicated partner channel.
- 💬 Live Chat: Bottom-right corner of this page.
- 📧 Email: [email protected]
Updated about 7 hours ago