> ## Documentation Index
> Fetch the complete documentation index at: https://docs.roxom.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why was my KYC verification rejected?

> Find out common reasons your Roxom KYC verification was rejected and what steps you can take to fix it.

We understand that having your **KYC (Know Your Customer)** verification rejected can be frustrating. At Roxom, we follow strict security and compliance procedures to ensure a safe trading environment for all users.

Here are some common reasons why your verification might have been rejected and what you can do about it:

***

## 1. Document issues

Your **ID document (Passport or National ID number)** may have been:

* Blurry, dark, or had glare that made it hard to read
* Expired or damaged
* Cropped or missing parts (all four corners must be visible)
* Uploaded incorrectly (for ID, we may require both front and back)

<Tip>
  **What to do:**
  Please retake the photo in good lighting, ensuring the document is fully visible, clear, and up to date.
</Tip>

***

## 2. Selfie mismatch

The **selfie you submitted doesn’t match the photo** on your ID document.

<Tip>
  **What to do:** Make sure you’re taking a selfie in good lighting, with your face clearly visible, and avoid using filters or editing tools.
</Tip>

***

## 3. Liveness check issues

The **liveness check** is designed to confirm that you're a real person present during the verification process. If the system detects inconsistencies (for example, if multiple people or devices are present), your verification may be rejected.

<Tip>
  **What to do:** Ensure you complete the liveness check alone, in a well-lit environment, following the on-screen instructions.
</Tip>

***

## 4. Geographic or nationality restrictions

Unfortunately, if you **reside in or hold nationality from a restricted country**, we are unable to approve your KYC due to international regulations.

Check the list of **[restricted countries and nationalities](/help-center/kyc/restricted-countries-and-nationalities)** to confirm your eligibility.

***

## 5. Duplicate accounts

Each user can only have **one active account** on Roxom. If our system detects multiple accounts linked to the same identity, the KYC may be rejected.

***

## 6. Other compliance reasons

In some cases, we may reject KYC applications for **security or regulatory reasons** that we can’t disclose in detail (for example, risk assessments or fraud prevention checks). These measures help us maintain a safe platform for everyone.

***

## What should I do next?

If your KYC was rejected:

* You can **resubmit your documents** if the issue was related to image quality or incorrect uploads
* If you believe the rejection was a mistake, contact support and we'll review your case

## Need help?

Still have questions? You can speak to **Roxy**, our AI support assistant, available 24/7 in the chat bubble at the bottom right of your screen.

You can also contact our support team directly at [help@roxom.com](mailto:help@roxom.com).

***

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