Did you pay for your order, but the identity verification gets stuck, the upload is incomplete (e.g., front side only), or the screen freezes?
Don't worry: your payment has been successfully received. Below is how you can resolve this quickly.
1. Troubleshooting steps (Try this first)
Close the tab and use the email link: Close the frozen page. Open the confirmation email you received right after ordering and click the verification link again.
Try another browser or device: Verification tools (like Veriff) work best on updated versions of Safari or Google Chrome. Ensure camera permissions are enabled.
Upload both front and back: Make sure both sides of your ID are clear, fully visible, and readable.
⚠️ Do not pay again: If a screen prompts you for an additional payment, do not proceed! You never need to pay twice for identity verification.
2. Still having trouble? Contact support
Is the status still not updating or are you unable to upload your documents? Our support team will help you manually.
Send an email to [email protected] or reach out via our contact page with the following information:
The email address used for your order.
The date of payment and your order number.
(Optional) A brief description or screenshot of the error.
Our team will check your status in our system and provide you with the next steps or a secure manual upload link as soon as possible.