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	O	Passive Liveness score is below the threshold.
liveness_fail_active	O	O	O	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.

​Rejected Codes and Comments

​Retry Codes

Rejected Codes and Comments

Retry Codes