Verification troubleshooting guide

1. "Unable to upload" error:

   If you've received this message, it indicates a connection issue with our customer verification service. Here's what you can do:

   • Wait for 15 minutes and attempt verification again.
   • Check our Status page for updates on potential bugs or technical issues.
   • Make sure you're using the right type and format of documents.

2. Incorrect country listed:

   To correct your country on Currency.com:

   • Visit the country change page and follow prompts to verify your ID.
   • Choose the appropriate document type and follow the prompts to complete the upload.

3. ID issued by a different country:

   If your ID is from a different country than your residence:

   • Understand that current ID verification may not be possible.
   • We are continuously working to enhance our verification service to accommodate such scenarios.

4. Waiting 24 hours after upload attempt:

   If you're required to wait 24 hours:

   • Unfortunately, this restriction cannot be bypassed.
   • Retry the upload after the wait period and consider using a different browser or device if issues persist.

5. Ensure accuracy of uploaded ID:

   • Confirm that uploaded ID documents match the information provided during the Currency.com sign-up process.

6. Unable to buy or sell after ID upload:

   • Additional information verification may be necessary.
   • Ensure personal information is completed on the relevant page and refer to our help article on disabled buys and sells for assistance.

7. "Couldn't verify your info" error:

   • Ensure personal information matches on both your ID and Currency.com account.

By following these troubleshooting steps, we aim to empower you with the knowledge needed to navigate and resolve any issues related to identity document verification at Currency.com. Should you encounter persistent challenges, our support team is always ready to assist you on your trading journey. Happy trading!