Common reasons for resubmission requests

Missing Date of Birth – Your date of birth is not filled in your profile. Please complete all details so we can verify your documents.
​

Date of Birth Mismatch – The date of birth on your ID does not match the one in your profile. Please contact live support to update your profile and provide the reason for the discrepancy.
​

Expired ID – The ID you submitted has expired. Please provide a new, valid ID or an alternative document.
​

Incorrect Passport Submission – For passports, submit a photo of the front cover rather than the back side.
​

Address Mismatch – The address on your submitted document does not match the one in your profile. Submit an alternative document or contact live support to update your address.
​

Neobank/Digital Bank Documents Not Accepted – Documents from neobanks cannot be used to verify your address. Please provide an alternative document.
​

Missing Postal Code – Your submitted document does not include the postal code. Submit an alternative document showing your full residential address.
​

Insufficient Documentation – The submitted document is accepted as supplementary but is not sufficient to complete verification. Additional documents supporting your source of wealth or account activity may be required (e.g - recent payslip or bank statement).
​

Incomplete Bank Card Photo – Submit a photo showing all four corners, the cardholder's name, bank logo, expiration date, and first six and last four digits. The CVV code must be covered.
​

Incomplete Bank Statement – Missing information such as your name, bank logo, account number, or Interac deposits. Ensure all required information is visible.
​

Low-Quality or Improper Format – Screenshots, scanned, or edited documents are not acceptable. Upload a high-quality photo or original PDF showing all four corners clearly.
​

Specific/Other Issues – Any other particular reason as specified by the compliance team (e.g - missing signatures, unclear details, or additional information required).