Understanding the rejection reason
When your KYC is rejected, you receive a detailed notification that specifies exactly why. You also receive an email with the same content and tips to succeed on the next attempt.
Here are the main reasons:
- Blurry or illegible photo: we can't read the information.
- Expired document: the validity date has passed.
- Unrecognized document: document type not accepted.
- Inconclusive selfie: impossible to confirm it's you.
- Inconsistent information: the name on the document doesn't match the account.
- Suspected fraud: pattern detected by our anti-fraud system.
Read the reason carefully. It tells you precisely what needs to be corrected.
The 5 most frequent reasons and how to fix them
1. Blurry or illegible photo (40% of cases).
Retake the photo in better conditions:
- Good lighting (not too dark, not backlit).
- Document laid flat on a plain surface (not in your shaking hand).
- All corners of the document visible in the frame.
- No glare on the photo (avoid direct light from a lamp).
- Gently tap the screen to focus.
Retake the photo and retry immediately.
2. Expired document (15% of cases).
Check the expiration date on your document. If it's expired, you need to request a new one. For the Cameroonian national ID, you can apply at your local police station (2-4 week timeframe). For the passport, at the delegation.
While waiting for your new document, you can use another valid document (passport instead of national ID, for example).
3. Inconclusive selfie (20% of cases).
The problem is usually:
- Blurry or poorly lit face.
- Covered face (sunglasses, scarf, hat).
- Head movements done incorrectly (too fast, too slow).
- Your document photo shows you 20 years younger (very common with old national IDs).
Solutions:
- Retake the selfie in natural light, face fully visible.
- Follow the app's instructions carefully for the head movements.
- If you've really changed physically since your national ID, contact support for a video interview (often required for national IDs over 10 years old).
4. Inconsistent information (10% of cases).
The name on the document doesn't exactly match the name you entered at sign-up. For example:
- You signed up as "Marie KAMENI" but your national ID says "Marie-Claire KAMENI NJOYA".
- You signed up in uppercase and the national ID is in lowercase.
Solution: update your account to exactly match the name on your document. Go to Profile → Personal information → Edit, and correct it.
5. Suspected fraud (5% of cases).
The system detected a suspicious signal: multiple attempts with the same document on different accounts, an IP located far from the document's country, or an abnormal statistical pattern.
Your file goes automatically into manual review. You don't have to do anything - an admin will personally verify it within 48h and contact you if they need clarification.
If you haven't committed fraud, don't worry - we often resolve these cases within a few hours.
How to retry your request
Once the issue is corrected, retry directly in the app:
- Go to Profile → Security → Verify my identity.
- Tap "Restart verification".
- Redo the full process: document photos + selfie.
- Submit.
No limit on the number of attempts. You can retry as many times as needed. That said:
- After 3 consecutive rejections for the same reason, the system automatically switches to an in-depth manual review.
- After 10 rejections within 7 days, your account is temporarily blocked for anti-fraud verification.
When to contact support
Contact support if:
- You don't understand the rejection reason.
- You've made 3 attempts and you're still rejected.
- You think there's an error (for example, the system says your document is expired when it isn't).
- Your file has been in "manual review" for more than 48h.
How to contact:
- Email: support@ktkarena.com with your user ID and a description of the problem.
- Via the app: Profile → Help → Contact support → KYC.
KYC support usually responds within 6h on business days.