What should I do if my identity verification fails at time of KYC?

If you’re having issues with eXchange1 identity verification, here are key items to check and tips to resolve them.

Information accuracy

• Update the name, date of birth, and full address on your eXchange1 account so it matches your photo ID. Updating your information requires ID verification.

Camera setup

• Check your device manufacturer's website for camera/webcam and microphone setup instructions. Both are needed to complete identity verification.

Uploading documents

• Do not email ID copies to the eXchange1 Support team.
• If issues arise on a computer, try the eXchange1 mobile app or a different browser.
• For upload errors, wait the required time as eXchange1 Support cannot bypass this.
• You may need to re-upload your ID if further checks are required to enable trading.

Photo quality

• Make sure ID photos are well-lit, glare-free, and fully visible.
• If rejected, retake the photos carefully.