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When Sumsub ID Verification Fails
Sumsub ID verifies your identity to confirm you are the owner of the documents you upload. Documents can either be added to a Sumsub ID account when a verification is approved with a partner app, or by passing a verification directly in id.sumsub.com.
If your verification does not pass, there are specific reasons and steps you can take.
You cannot add documents via id.sumsub.com
Sumsub ID is not available if any of the following apply:
Your region is not supported. Sumsub ID is not available in North Korea, Iran, or Venezuela. If you are from one of these regions, you cannot create or use a Sumsub ID account.
You are under 18. Sumsub ID requires you to be at least 18 years old.
A suspected violation of Terms and Conditions. Review the Sumsub ID Terms and Conditions for details.
You can delete your account and try again, but if you are under 18 or from an unsupported region, creating a new account will not change the outcome.
Your document was rejected
If your document did not pass the requirements for either a partner app’s requirements, or for the requirements to verify directly with Sumsub ID, it will be rejected. Common reasons include expired documents, poor image quality, or unsupported document types.
Check Acceptable identity documents and Requirements for identity documents to make sure your document qualifies.
You were verified on Sumsub ID but rejected at a partner app
Your Sumsub ID stores your verified documents, but each app that asks you to verify sets its own rules. An app may reject your verification because of its specific requirements — for example, it may not accept your document type or may not support your region.
This is not a problem with your Sumsub ID account. Contact the app's support team for details about why your verification was rejected.
You cannot re-create your account after deleting it
If you deleted your Sumsub ID account and are unable to create a new one because the system says your data is already in use, please wait 24 hours and try again. After account deletion, your identity information may still be recognized by the system for a short period of time.
If issues persist, please contact Sumsub support.