Why was my document rejected? – Coins.ph Help Center

Not sure why your document for Enhanced Verification was rejected? Visit our app or website to know why and what you can do next to be verified.

When using the Coins.ph app, a pop-up message will appear at the top of the app menu page if your address submission was rejected.

1. Tap on Read more to know the complete reason for the rejection and our corresponding guide.

2. Using our suggested guide in red font, re-submit your valid document again by clicking Try again.

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For Enhanced Verification, rejection may fall under one of the following reasons:

Need to pass L2 verification first.
Document is not included in list of acceptable documents.
Document seems to have been tampered with.
Seal or stamp is not visible or blurry.
Document is cropped / cut off / unclear.
Incomplete address. Make sure address contains street number, city, province, and postal code.
Address is not in the document provided.
Document needs to have a signature.
Address cannot be a P.O. Box.
Needs to be a residential address.
Name on the document doesn't match your L2 name.
Provide a supporting document verifying your relationship to the name on document.
Screen captured document. Take a photo of your physical document, or provide a screenshot.
Password protected file.
Submission lacks proof of address.
Address needs to match what you input.
Source of Income: Need additional documents.
Source of Income: Need document dated in the last 3 months.
Proof of Address: Need document dated in the last 6 months.

3. You will be asked again to choose a document that shows your source/s of income.

4. Upload your valid document. Make sure to check the given tips before uploading your address document.

Note: Documents should be issued atleast within the last six (6) months.

5. After you have re-uploaded your document, kindly answer the questions to follow to confirm your source of income.

6. Once done, processing time for an address submission is within 3 days. You may check our app, website, or your email notifications for updates.

If you’re using our Coins.ph website, head over to the Identity Verification page on the [Account] icon on the lower left on the screen.

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1. Click Enhanced Verification. If your document was not approved, you can see the complete reason for the rejection and our corresponding guide in red font.

2. Click Try again to upload a correct document submission.

3. Once done, processing time for an address submission is within 3 days. You may check our app, website, or your email notifications for updates.

Note: If you have an email address linked to your account, you will also receive email notifications regarding your verification. If it is not in your inbox folder, check your Promotions folder.

For additional information, you may check our list of accepted documents and our tips to get your account verified.

If you have further questions or have clarifications on your rejected submission, please contact us through our Chatbot widget or Coins Support Form should you need any further assistance.

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