In the event that your Proof of Identity (POI) or Proof of Bank (POB) documents have been rejected during the account verification process, you may need to take appropriate action to resolve the issue.
- How to check the reason for document rejection
- Rejection reasons
How to check the reason my document was rejected
To ascertain the specific reason your document was rejected, we will email you, providing detailed information about the rejection. Please check your email inbox, including the spam or junk folder, for the notification. This email will outline the specific reasons for the rejection and provide guidance on how to proceed.
Rejection reasons
| Reason | User action required |
| You are already registered / Duplicate verification requests. | Log in to IUX using the alternate email address you registered. In case you have forgotten your password, please change it to regain access to the website. |
| The uploaded document is nearing expiration or expired. | Unclear photos, small-sized photos, blurry images, watermarks obstructing the text, missing or indistinct letters or numbers, and crossed-out characters that hinder clarity and prevent proper examination of the information. |
| The selfie contains both your Aadhaar document and the IUX website opened in the internet browser or other device, clearly visible in the same photo. Additionally, make sure your face is not covered. Please re-upload the selfie with the required elements for successful verification. | The document must be at least 3 months or longer before the expiration. Please consider changing the document type for re-verification or renewing the document and undergoing the identity verification process again once it has been renewed. |
| Not meeting the age requirement due to being underage, overage, or invalid. | It is important to note that the Terms and Conditions are solely determined by the company’s discretion. We sincerely apologize for being unable to approve your identity verification request for individuals who are underage or overage. |
| The uploaded document type does not match the selected option. | Re-upload or re-scan the document to ensure the uploaded document type matches the selected document type. |
| The country you registered does not correspond with the country indicated on the uploaded document. | Re-upload or re-scan the document to ensure the uploaded document country matches the selected country. |
| The uploaded selfie does not meet the requirements. (Only for Indians) | The selfie contains your Aadhaar document, and the IUX website opened in the internet browser or other device, clearly visible in the same photo. Additionally, make sure your face is not covered. Please re-upload the selfie with the required elements for successful verification. |
We recommend following the link for a very detailed look at Proof of Identity (POI) Document and POI Document scanning tips for what is required for them to be accepted.
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