Reporting Issues with Identity Verification

If you experience a problem during the identity verification process or believe your information was processed incorrectly, you should contact the platform or service where you completed the verification.

Why contact the platform

While Sumsub provides the technology used for the process, the platform you are signing up for is responsible for the overall management of your data and the final outcome of your verification.

Only the platform has the authority to:

• Define Rules: Determine which documents are required and set the verification settings.
• Make Final Decisions: Review the results and decide whether to approve or reject an application based on their internal risk policies.
• Modify Data: Review and resolve user requests to change or update submitted information.
• Handle Appeals: Address questions or challenges regarding a verification result.

What should you do

Because verification results depend entirely on the platform’s specific configurations, Sumsub cannot change your status or override a decision. If you have questions, need to correct your application, or want to dispute a result, please reach out to the service provider's support team directly.

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