--- updatedAt: 2026-06-23T06:00:58.000Z agentTools: projectIndex: https://docs.wert.io/llms.txt --- # 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. 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. To give users the best chance of passing first time, make sure their documents meet these requirements: 1. **Government-Issued ID:** A valid, unexpired passport, driver's licence, or national ID card. Images must be fully legible, high-resolution, and uncropped. 2. **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. 3. **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. 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. * **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](https://partner.wert.io/webhooks). 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. | | `reject_type` value | What it means | | :-------------------------------- | :------------------------------------------------------------------------------------------------------ | | `FKYC_FAILED_GENERAL` | Verification failed for an unspecified reason. Contact Wert support with the user's details to proceed. | | `FKYC_FAILED_AGE` | User does not meet the minimum age requirement. | | `FKYC_FAILED_UNSUPPORTED_COUNTRY` | The country on the user's ID is not supported by Wert. | | `FKYC_FAILED_UNSUPPORTED_STATE` | The user's state or region is not supported (relevant for U.S. users). | | `FKYC_FAILED_SPAM` | Multiple failed attempts detected. Please Contact Wert support with the user's details to proceed. | | `FKYC_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](https://support.wert.io/en/). * 📧 **Email:**