Having your identity verification submission rejected can be frustrating, but resolves easily once you know what to fix. The Coins.ph system automatically highlights the specific issue so you can make quick corrections and complete your verification.
Below is the complete guide on why your ID or selfie submission may have been rejected, how to fix it, and tips for a successful resubmission.
Common Reasons for ID & Selfie Rejection
Review the primary reasons identity submissions fail compliance checks:
1. Document Quality Issues
Blurry or Unclear: The text, numbers, or face on the ID are unreadable or out of focus.
Cut-off Image: Corners or critical edge details of the ID card are missing from the frame.
Glare or Shadows: Flash highlights or heavy shadows obscure key information on the card.
Digital Screenshots: A photo taken of a phone/computer screen, or a digital screenshot of an ID. You must capture a live photo of your physical ID card.
2. Information & Photo Mismatch
Name & Birthdate Discrepancies: The legal name or birthdate typed into your profile fields does not match the text on your ID card.
Selfie Discrepancy: Your live verification selfie does not match the photo on your physical ID card.
Duplicate Account: An existing Coins.ph account is already registered under your name and birthdate.
3. Unsupported or Invalid Documents
Expired ID: The submitted identification document has passed its expiration date.
Unsupported ID Type: The document submitted (e.g., Student ID or Barangay Clearance) is not on our accepted primary ID list.
Unreadable QR Code: The QR code on a paper/digital PhilSys ePhilID is damaged, obscured, or cannot be scanned.
How to Check Your Status and Resubmit
1. Check Your Rejection Reason:
Log into your Coins.ph account and navigate to the Identity Verification section.
- On the App: Look for the notification banner at the top of the home menu or tap your User Profile icon > Identity Verification.
- On the Website: Go to Settings > Verification.
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On the Coins App |
On the Coins Website |
2. Prepare Your Corrected Document:
Review the red guidance prompt to understand what needs to be fixed (e.g., retaking a clearer photo or using a different valid ID).
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On the Coins App |
On the Coins Website |
3. Resubmit ID and Selfie:
Click Try Again to take a new, high-resolution photo of your physical valid ID and complete the facial recognition / selfie scan.