At MPChat, we prioritize a seamless and secure user experience, and the KYC (Know Your Customer) verification process is a critical component of this commitment. We understand that some questions may arise during the verification process.
In this article, we aim to provide you with clear insights and solutions regarding common issues you might encounter during KYC verification.
Possible reasons for KYC verification failure are as follows:
Age Verification Failure:
The minimum age limit for applying for an MPChat virtual card is 18 years old.
MPChat does not support identity verification for users in certain countries. Please refer to: MPChat List of Unsupported Countries/Regions for details.
Common Reasons for Facial Recognition Failure:
Glasses Glare: During facial recognition, reflections from glasses may obstruct the verification process. To ensure successful verification, please remove your glasses when performing facial recognition.
Incomplete Face Capture: Successful facial recognition requires the complete capture of your face within the frame. Please ensure that your entire face is correctly positioned and fully visible within the frame during the verification process.
Inconsistency with ID Photo: If there are significant differences between the facial recognition video and your ID photo, we recommend using your official ID document during the facial recognition process.
Other Objects During Recognition: If other people appear in the camera's view during the facial recognition process, or if the system detects that you are using a mobile phone, the review will fail.
Face Mismatch with ID Photo: Facial recognition must be completed by the document holder. If the verification is done by a non-account holder, or if you use a photo of the document holder, or a pre-recorded face video, the system will detect an anomaly and the review will fail.
Common Reasons for ID Document Review Failure:
Unsupported Document Type: Please submit an acceptable document for review as prompted on the verification page. For example, if the page prompts you with options like: Passport, ID Card, Driver's License, and you upload a Residence Permit, the review will fail.
Document Photo Does Not Meet Requirements: The review will fail if you upload photos of a printed document, screenshots of a document photo, a damaged document, or a blurry document photo. KYC review requires a photo of the original document, ensuring it is intact and all information is clearly visible.
Expired Document: MPChat only supports ID documents with an expiration date more than three months away.
Repeated Verification:
Each user's identity information can only verify one MPChat account. Even if a different document type is submitted, the system will determine based on the identity information, and repeated verification attempts will fail the review.
Basic Information Mismatch:
Users must submit information strictly according to the document: the order of the Surname and Given Name, Date of Birth, and Document Number must match the document exactly.