🤔 Why can your KYC be rejected?

Identity verification is processed by an external security system and, in some cases, reviewed by our compliance team. Most rejections are due to simple issues with the photos or video, not a problem with your identity.

These are the most common reasons we see:

🔸 Issues with the document photo

The photo has flash or reflections that cover the data.
It's a screenshot or scan of the document instead of a photo of the physical document.
Only one side (front) was uploaded and the back is missing.
The document is cropped, blurry, or some data isn't legible.
The document is expired or damaged.

🔸 Issues with the selfie / video

The background is busy or has other objects that confuse the system.
Lighting is too low or there's backlight.
The head-turning movements were too fast and the system couldn't capture them.
Your face doesn't clearly match the one on the document.

🔸 Issues with the data

The name or document number you entered doesn't exactly match the document you uploaded.

📲 What to do if you were rejected for the first time

Good news: you can try again. Follow this step-by-step guide to improve your chances of approval:

✅ Checklist before trying again

Have your original physical document on hand (not a copy, not an image on your phone).
Find a spot with good lighting, no backlight.
Use a plain, single-color background with no objects.
Turn off the flash when photographing the document.
Take a photo of the front and another of the back of the document.
When recording the selfie with movement, turn your head slowly so the system can capture you properly.

Steps to retry:

Open the El Dorado app.
Go to Profile > Identity Verification (KYC).
Tap "Verify my Identity (KYC)".
Follow the instructions while sticking to the checklist above.

💡 If you pay attention to these points, the second verification is approved in most cases.

🔁 How many times can I try?

You can retry several times. But keep in mind:

Each attempt must be made with care: the system automatically blocks users with too many consecutive rejected attempts, which becomes a final rejection for security reasons.
If you've been rejected several times, don't keep trying over and over without checking what might be failing. Pause, review the checklist, and contact support if you have doubts.

📨 What to do if you keep getting rejected

If after following all the recommendations your KYC keeps getting rejected, write to us via the in-app chat or at [email protected]. Tell us:

Your username or registered email.
How many times you tried.
If you received any specific error message (ideally with a screenshot).
Which ID document you're using (National ID, passport, driver's license, residence permit).

Our team will review your case and tell you how to proceed. In many cases we can enable a new attempt or guide you on a specific detail that's failing in your verification.

⚠️ Special cases

🔸 The app says my KYC is approved, but it won't let me operate

Sometimes, even though the KYC was approved by the system, there's an additional review pending. Write to us via the chat with your username and we'll help you check what's happening with your account.

🔸 My account was blocked after several attempts

If it says your KYC was blocked, don't try to create a new account with another email. That can cause bigger problems. Instead, write to support so we can review your case.

🔸 I have funds in my account and my KYC was finally rejected

If you have funds and your KYC was definitively rejected, we can coordinate the return of your funds according to our Terms and Conditions. Write to us at [email protected] with the details of your case and we'll let you know the steps to follow.

🛡️ Your information is protected

The verification process is handled by an external KYC provider, specialized in security and compliance.
Your personal data and documents are only used to validate your identity, in accordance with our Privacy Policy.
El Dorado will never ask for photos of your document or selfies via chat or email during this process. If anyone asks for them outside the official app flow, don't send them.