How verification works
Verification has two stages — submitting your documents and confirming your identity through eKYC. The link you receive afterwards can be reused as many times as you need.
Two stages
- 01Submit your documentsUpload images of your licence or passport and enter your details.
- 02Confirm your identity through eKYCOpen the link you receive and complete a face capture.
Submitting documents is not enough on its own. You must open the link and finish the eKYC step.
The link you receive
Once you submit, a verification link is issued and sent to you by email. If you have connected Telegram, the same message is sent there too.
The link looks like this:
https://<our domain>/user/ekyc/xxxxxxxx
This URL does not change. If the verification provider's session expires, opening the same URL again refreshes it behind the scenes. Keep the email and you can resume from it at any time.
The link is also shown on your dashboard after signing in, so you do not need the email to find it.
Reading the status
Your current status is shown on screen. Here is what each one means.
| Status | Meaning | What you can do |
|---|---|---|
| Not submitted | No documents sent yet | Enter details and submit documents |
| Returned | Something needs correcting | Fix and resubmit |
| Issuing link | Submitted, link being created | Wait a moment |
| Issue failed | The first link could not be created | Correct your details and resubmit |
| In review | Link issued | Open the link and start or continue eKYC |
| Verified | Verification complete | All features are available |
You cannot edit after submitting
Once a verification link has been issued, your profile, personal details and uploaded documents can no longer be changed by you. This keeps the review consistent.
The only exception is if the very first link failed to issue. In that case you can correct your details and documents and submit again.
If you spot a mistake in your name or address after the link was issued, contact us through a support ticket. You cannot correct it yourself.
How long it takes
The time between finishing eKYC and receiving a result depends on what you submitted and on current volume. Clear images are resolved quickly; unclear ones go to manual review and take longer. The photo guide explains how to get accepted first time.
You will be emailed the result. There is no need to keep the page open.
If something goes wrong
| What you see | Cause | What to do |
|---|---|---|
| Error when opening the link | Provider session expired | Open the same URL again — it refreshes automatically |
| Stuck in review for days | eKYC was not completed to the end | Open the link and check you reached the final screen |
| No email received | Filtered as spam | The same link is shown on your dashboard |
| Documents keep being returned | Glare, shadow or file size | See the photo guide |
Even if notifications do not arrive, an issued link never stops working. Simply resume from it.
Did this page help?
Your answer tells us which pages need rewriting.
- The status currently shown (in review, returned, etc.)
- When you submitted your documents
- What appeared when you opened the verification link
Never include your password, verification codes or card PIN. How tickets work