Common Reasons for Failure in Primary Verification
1. Issues Related to Document Upload
(1) Blurry Document Photos with Unreadable Information
Common Issues: Too dark, glare, finger obstruction, unfocused
Solution:
- Ensure all information on the document is clearly visible.
- Avoid glare, shadows, and obstructions.
- Do not crop, apply filters, or edit the photos.
(2) Unsupported Documents
Common Issues: Upload Residence permit, work permit, student ID
Solution: Follow the prompts on the KYC page; only submit supported document types (passport, ID card, driver's license, etc.).
(3) Document Type Does Not Match Actual Upload
Example: Selected "Driver's License" but uploaded a passport.
Solution: Re-upload a document that matches the selected type.
(4) Documents Expired
Solution:
- Re-upload a valid document.
- If falsely flagged by the system, submit a ticket to contact us.
(5) Identity Documents have been altered or edited
Common Issues: PS tampering, modified information, background changes
Solution: Upload only original, unedited document photos.
2. Issues Related to Facial Recognition
(1) Face Not Visible or Unclear
Common Issues: Insufficient lighting, too close/far away, presence of other people
Solution:
- Ensure adequate lighting.
- Face fully visible in the frame.
- Only the account owner appears in the picture.
(2) Using Different Faces for verification
Common Issues: The system detects that the face does not match the ID photo, resulting in a failed verification.
Solution: All verification steps must be completed by the account owner.
3. Mismatch of Handheld Statement Information
(1) Not Holding Both Document and Statement
Solution: Hold the statement together with the same document.
Note: Do not hold a document that differs from the one uploaded.
(2) Statement Information Mismatch
The statement must include the current date (year/month/day) and the word "CoinEx".
Common Reasons for Failure in Advanced Verification
1. Upload Mismatch Documents
(1) Only uploaded identity documents:
Identity documents are not currently accepted as valid proof of address. Please refer to "How to Verify My Residential Address on CoinEx" for supported proofs of address.
(2) Uploaded screenshots:
Screenshots are temporarily not accepted as proof of address. Please upload PDFs, scans, or photos of physical documents.
(3) Issuance date exceeds 3 months:
Please provide a document issued within 3 months.
(4) Proof of address has been altered or edited:
Please upload the original, unedited document photo.
2. Name Mismatch
(1) Inconsistent Names in Primary and Advanced verification:
Ensure names are consistent across both verifications.
(2) Address Document Lacking Full Name / Name Contains Abbreviations
Solution:
- Provide a proof of address with your full name.
- If the name on the document is an abbreviation, please request the issuing authority to change it to your full name.
3. Address Information Mismatch
(1) The Submitted Residence Address Does Not Match or Is Incomplete:
Solution:
- The address must exactly match the document.
- Include all information (street, number, city, postal code, etc.).
(2) Address Document Does Not Contain Complete Residence Address:
Please provide a proof of address that includes the full residence address.