Rejected Codes and Retry Codes

Rejected Codes and Comments

Code	Description
`id_image_invalidImage`	ID document not detected. Please take a clear picture of your ID document.
`id_image_invalidId`	Invalid ID document. Please resubmit with a valid ID document.
`id_image_error`	Failed to upload the ID image. Please retry the KYC process.
`id_image_badImage`	Unable to read the ID image. Please ensure the image is clear and resubmit.
`id_info_dataMismatch`	Entered information does not match the ID document.
`id_info_blacklist`	KYC is not accepted from country as per policy.
`id_info_notOfAge`	KYC is not accepted for individuals under 13 years old.
`duplicate_user`	A user has been duplicated as a result of identification.
`duplicated_user_PII_exact`	A user’s personal identity information has been duplicated as a result of identification.
`duplicated_face`	A duplicate user has been identified through face matching.
`too_many_retry`	Multiple invalid KYC attempts detected.
`blacklistCountry`	KYC is not accepted from country as per policy.
`under_ageLimit`	KYC is not accepted for individuals under 13 years old.
`invalid_acceptedID`	Invalid ID type. Please resubmit with a valid ID document. Refer to the submission page for accepted IDs.
`no-date-of-birth`	There is no date of birth information on the ID.
`expired_id`	ID cards have already expired.
`automatic_verification_fail`	Verification failed - submitted data didn’t meet quality requirements. Try again with clear, well‑lit shots, and contact support if issues continue.
`address_image_invalidImage`	Invalid proof of address. It must include your full name and address. Examples: utility bill, bank statement, residency certificate.
`address_image_error`	Failed to upload the proof of address image. Please retry.
`address_image_badImage`	Unable to read the proof of address image. Please ensure the image is clear and resubmit.
`address_info_expiredDocument`	Proof of address is expired. It must be issued within the last 6 months.
`address_info_dataMismatch`	Entered information does not match the proof of address.
`applied_custom_policy`	KYC result has been determined as rejected due to the applied custom policy.
`other`	Comments added manually by the reviewer during manual review.

Retry Codes

A retry is triggered when a verification step fails during the KYC flow. The retry limits per verification flow are as follows:

ID Document: Up to 3 retries. Exceeding the limit results in a too_many_retry rejection.
Knowledge Based: Up to 5 retries. Exceeding the limit results in a too_many_retry rejection.
FaceAuth: No retries are allowed. A single failure leads to immediate rejection (too_many_retry is not triggered).

In the table below, O / X indicates whether the retry code can occur in each verification flow. The FaceAuth column reflects the selfie process scope (Active/Passive Liveness, face comparison, face occlusion detection, etc.).

retryCode	ID Document	Knowledge Based	FaceAuth	Description
recognition_fail	O	X	X	The system failed to recognize the ID document.
expired_id	O	X	X	The ID document has passed its expiry date.
document_expired	O	X	X	The submitted document is expired.
invalid_back_document	O	X	X	Front and back image information does not match.
invalid_dual_side	O	X	X	Both sides of the document were not recognized correctly.
document_country_mismatch	O	X	X	Document country does not match.
glare_detected	O	X	X	Glare detected on the image.
image_too_blurry	O	X	X	The image is too blurry.
recaptured_document	O	X	X	The document image was recaptured.
screen_detected	O	X	X	A screen was detected in the image.
black_white_document	O	X	X	The document is black and white.
missing_birth_date	O	X	X	Date of birth is missing.
document_name_mismatch	O	X	X	The name on the document does not match.
document_dob_mismatch	O	X	X	The date of birth on the document does not match.
image_forgery	O	X	X	The image is forged.
text_forgery	O	X	X	The text is forged.
feature_verification_failed	O	X	X	Feature verification failed.
image_edited	O	X	X	The image has been edited.
fake_id	O	X	X	The ID is fake.
artificial_image	O	X	X	The image has been artificially altered.
artificial_text	O	X	X	The text has been artificially altered.
check_digit_failed	O	X	X	Check digit verification failed.
physicial_document_missing	O	X	X	The physical document is missing.
missing_expiry_date	O	X	X	The expiry date information is missing.
missing_issue_date	O	X	X	The issue date information is missing.
missing_document_number	O	X	X	The document number information is missing.
missing_personal_number	O	X	X	The personal number information is missing.
missing_name	O	X	X	The name information is missing.
bank_authentication_fail	O	X	X	Both authentication code and name verification failed.
bank_authentication_code_fail	O	X	X	Authentication code verification failed.
bank_authentication_name_fail	O	X	X	Name verification failed.
blacklist_country	O	O	X	The issuing country is on the blacklist.
mrz_protocol_fail	O	X	X	MRZ protocol could not be recognized.
Identity_verification_fail	O	X	X	ID identity verification failed.
barcode_protocol_fail	O	X	X	Barcode protocol recognition failed.
no_face	O	O	O	No face detected in the selfie.
face_compare_underscore	O	O	O	Face comparison score is below the threshold.
face_compare_fail	O	O	O	Unable to continue with the face comparison.
face_occluded	O	O	O	The face is occluded and cannot be identified.
Id_livness_fail	O	X	X	ID Liveness check failed.
liveness_error	O	O	O	An error occurred during the Liveness check.
liveness_fail	O	O	X	Passive Liveness score is below the threshold.
liveness_fail_active	O	O	X	Active Liveness score is below the threshold.
too_many_retry	O	O	X	The number of retries has been exceeded.
VERIFICATION_CODE_MISS_MATCH	X	O	X	The verification code does not match the entered code.

The FaceAuth column and actual fail_code valuesThe code names in the table above follow the retry codes of the main ID Check process. The fail_code values FaceAuth returns may be spelled differently, so for the exact FaceAuth code list and the messages users see, refer to Face Auth URL Validation and Error Handling.In particular, liveness failures in FaceAuth are returned as passive_liveness_fail / active_liveness_fail — separate values from liveness_fail and liveness_fail_active above.

​Rejected Codes and Comments

​Retry Codes

Rejected Codes and Comments

Retry Codes