KYC Verification Troubleshooting Guide
If your Tier 3 verification just failed, this guide will help you understand what went wrong and fix it. Most issues come down to document image quality, and that's something you can control. If you're still stuck after following these steps, reach out to us at support@wireme.io.
Step 1: Check Your Verification Result
After your Tier 3 verification is processed, you'll land on the Verify Your Identity screen. If something went wrong, you'll see:
"Your Verification was unsuccessful"
Don't close this screen. Tap View Details — this opens a breakdown of exactly what passed and what didn't.
Step 2: Read Your Verification Details
The details panel shows your verification job broken down into three checks:
| Check | What it means |
|---|---|
| Liveness Check | Confirms that the selfie was taken by a real, present person and not a photo, video, or digital simulation |
| Document Check | Reads the text on your ID using OCR and checks that the document is valid and not expired |
| Document Verification | Matches your selfie to the photo on your ID and confirms the document is authentic |
In most unsuccessful Tier 3 verifications, the Liveness Check passes — your selfie confirmed you're real. The failure is usually at the Document Check or Document Verification stage, which means the system had trouble reading your ID or matching your face to it.
Step 3: Review Your Submitted Images
Still in the details panel, tap the orange links under Verification Images to inspect what was actually submitted:
- Selfie Image
- Front of ID Image
- Back of ID Image
Look critically at your ID photos. Common reasons for a Document Check failure:
- The image is blurry or out of focus
- The ID is at an angle instead of flat and straight-on
- Glare or shadows are covering part of the document
- The full document isn't in the frame — edges cut off
- The ID is expired or the document type isn't supported
Your selfie is fine as long as the Liveness Check passed.
Step 4: View the Job Receipt
Tap View Receipt to open your SmileID Job Summary. This shows a breakdown of what was submitted and which checks passed or failed. It's useful if you need to escalate to support, since it confirms your files were received successfully and pinpoints exactly where the verification failed.
Step 5: Restart Verification
Once you know what to fix, close the details panel and tap Restart Verification. This will allow you to submit a new verification job.
Before you try again:
- Find a good light source and face it directly — natural light or a bright indoor light works well
- Hold your ID steady with one hand and your phone with the other, keeping both as still as possible
- Keep the ID close enough to fill most of the frame, but make sure all four edges are visible
- Hold your phone parallel to the ID — angling either one causes blur and distortion
- Avoid taking photos near a window or bright light behind you, as it can create glare on the ID surface
- If your hands are unsteady, brace your elbow against your body for extra stability
Still not working?
If you've tried multiple times and your Document Check keeps failing, your ID type may not be supported, or there may be an issue we need to review manually.
Email us at support@wireme.io with your account email and we'll take a look. You can also attach your Job Receipt PDF to help us diagnose faster.
