What happens if my documents are rejected?
When you submit your documents, all details are checked rigorously. They might be rejected for any inconsistency or illegibility.
If your documents are rejected, you will be notified by an email explaining the reason for rejection and how you can correct it. All you need to do is, read the notification carefully, and upload documents as requested in your next order.
In case of a failure in the verification process, the order will be expired, and the charged amount will be refunded immediately after expiry. The completion of the refund process may take up to 3 business days based on your local bank's refund policies & procedures.
In case you need further help, you can always send an email to firstname.lastname@example.org or consult our agents via Live Chat service on Koinal pages. We are happy to help you on 7/24!
My order status is KYC_FAILED. Shall I update my documents?
Unfortunately, your documents uploaded could not be verified. You will be notified by email about the reason. Please read your email notification and take relevant action by initiating a new order. Please be kindly noted that orders at KYC_Failed ...
How much time do I have to submit KYC documents?
Once you created an order, you will have 5 hours to complete KYC verification; that is to upload the requested documents. Your order will expire automatically after 5 hours of inactivity. EXT-VRF017-V001-TK
My order status is KYC_WAITING. Why don't you proceed with it?
To start with the process, we are waiting for you to upload the verification documents as requested on-screen. Please complete your action within 5 hours, before the expiry of the order. EXT-VRF018-V001-TK
Format & size limits of uploaded KYC verification documents?
Please upload your documents in one of the following file formats: PDF / JPG / JPEG / PNG In addition, please keep in mind that the maximum size limit per file is 5Mb. In other words, each document you upload can be up to 5 MB. In case you ...
What is KYC?
The 'Know Your Customer' (KYC) is an obligatory verification process in financial services. It requires users to verify their identity, location, etc., and prove they are competent to use the financial services offered. KYC process is an important ...