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Support Contacts
If you experience a problem during the identity verification process or believe that your information was processed incorrectly, you can request assistance through Sumsub’s Applicant Support channels.
Sumsub provides identity verification technology on behalf of many platforms and services worldwide. In most cases, the platform where you completed verification is the data controller, and Sumsub acts as a data processor processing personal data according to that platform’s instructions. In some situations, Sumsub may act as a data controller for specific processing activities.
How to Request Assistance
You may contact Sumsub support through the following channels:
- Applicant Support Portal: https://support.sumsub.com
- Live Chat: available through the support portal
- Email: privacy@sumsub.com
When contacting support, please provide information that will help us review your request, such as:
- the platform or service where you completed verification
- your Case ID (if available)
- a description of the issue
- any relevant screenshots or error messages.
How Requests Are Handled
When a request is received:
- The request is registered in our support system.
- Our team reviews the information and may request additional details if necessary.
- If the issue relates to data processed on behalf of a platform, we may coordinate with that platform (the data controller) to investigate and resolve the issue.
- You will receive a response explaining the outcome or next steps.
Requests are normally reviewed without undue delay and no later than one month after receipt, although complex cases may require additional time.
Types of Issues You Can Report
You may contact support to:
- report technical issues during identity verification
- request correction of information submitted during verification
- report suspected errors in verification results
- request assistance regarding verification status
- ask questions about personal data processed during verification
If Your Issue Is Not Resolved
If you believe your issue has not been resolved appropriately, you may reply to your existing support request or contact support again to request further review of the case.
This page ensures that users can easily find and use the redress mechanism, while clearly explaining submission channels, handling procedures, and the role of Sumsub and the platform using the service.