Common Reasons for KYC Verification Failure

Completing the Identity Verification (KYC) process on HashWhale is essential to ensure account security and regulatory compliance.
However, incorrect or incomplete submissions may result in rejection.
This guide outlines the most common causes of KYC verification failure and how to effectively resolve them.

Tips for a Successful KYC Submission

•  Double-check that all personal details match exactly with your identification documents.

• Upload high-quality, full-color images of valid documents.

• Avoid using expired, cropped, or edited files.

• Ensure your age and region meet the KYC eligibility requirements.

1. Incorrect or Incomplete Personal Information

If the information provided does not match your ID details or is missing, your KYC may be rejected.

Common Issues:

• Missing or incorrect data (name, birth date, address, etc.)

• Name mismatch (missing middle name, simplified vs. traditional characters, or multilingual inconsistencies)

Solutions:

• Fill in all required fields accurately

• Ensure your full name and personal details match exactly with your official identification document

2. Poor Document Quality

Low-quality or unclear document images can cause verification failure.

Common Issues:

• Blurry or low-resolution photos

• Black-and-white documents instead of color versions

• Cropped images with missing edges or data

Solutions:

• Take clear, full-color photos with a high-resolution camera

• Ensure all four corners are visible — do not crop the image

• Do not edit or obscure any part of the document

3. Invalid or Incomplete Documents

Documents that are expired, incomplete, or missing key information will be rejected.

Common Issues:

• Expired ID, passport, or driver’s license

• Only one side of a two-sided document uploaded

• Cut or incomplete document edges

Solutions:

• Upload valid and unexpired identification documents

• If your document has multiple sides, upload all sides

• Make sure the document is fully visible and legible

4. Selfie or Face Verification Failure

Selfie and facial recognition are key security steps in the verification process.
If unclear or mismatched, the submission may fail.

Common Issues:

• Missing selfie with ID in hand

• Poor lighting or partially obscured face (hat, glasses, mask, etc.)

• Face does not match the ID photo

Solutions:

• Upload a selfie holding your ID, with both your face and document clearly visible

• Take your photo in a well-lit environment, avoiding accessories that block your face

• Ensure your face is facing the camera directly, with no blurriness or shadows

5. Regional and Eligibility Restrictions

HashWhale services are only available to eligible countries and regions.
Applications from restricted locations cannot be verified.

Common Issues:

• Residence in a restricted country or region

• Missing or invalid proof of residence

• Address mismatch between document and KYC form

Solutions:
HashWhale does not provide services to residents of:

• The United States

• Mainland China

• Singapore

• Or any country/region subject to trade sanctions or export restrictions

If you are from one of the restricted regions, you must provide proof of overseas residence from an unrestricted location.

Acceptable proof of address (issued within the last 3 months):

• Bank statement

• Utility bill (electricity, water, gas, phone, internet, etc.)

• Tax bill or government-issued statement

Additionally, please upload your local residence ID to assist in verification.
The address on your documents must match the address entered in your KYC form — mismatched addresses will result in rejection.