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We understand that having your KYC (Know Your Customer) verification rejected can be frustrating. At Roxom, we follow strict security and compliance procedures to ensure a safe trading environment for all users. Here are some common reasons why your verification might have been rejected and what you can do about it:

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1. Document issues

Your ID document (Passport or National ID number) may have been:
  • Blurry, dark, or had glare that made it hard to read
  • Expired or damaged
  • Cropped or missing parts (all four corners must be visible)
  • Uploaded incorrectly (for ID, we may require both front and back)
What to do: Please retake the photo in good lighting, ensuring the document is fully visible, clear, and up to date.

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2. Selfie mismatch

The selfie you submitted doesn’t match the photo on your ID document.
What to do: Make sure you’re taking a selfie in good lighting, with your face clearly visible, and avoid using filters or editing tools.

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3. Liveness check issues

The liveness check is designed to confirm that you’re a real person present during the verification process. If the system detects inconsistencies (for example, if multiple people or devices are present), your verification may be rejected.
What to do: Ensure you complete the liveness check alone, in a well-lit environment, following the on-screen instructions.

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4. Geographic or nationality restrictions

Unfortunately, if you reside in or hold nationality from a restricted country, we are unable to approve your KYC due to international regulations. Check the list of restricted countries and nationalities to confirm your eligibility.

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5. Duplicate accounts

Each user can only have one active account on Roxom. If our system detects multiple accounts linked to the same identity, the KYC may be rejected.

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6. Other compliance reasons

In some cases, we may reject KYC applications for security or regulatory reasons that we can’t disclose in detail (for example, risk assessments or fraud prevention checks). These measures help us maintain a safe platform for everyone.

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What should I do next?

If your KYC was rejected:
  • You can resubmit your documents if the issue was related to image quality or incorrect uploads
  • If you believe the rejection was a mistake, contact support and we’ll review your case

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Need help?

Still have questions? You can speak to Roxy, our AI support assistant, available 24/7 in the chat bubble at the bottom right of your screen. You can also contact our support team directly at help@roxom.com.

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Last modified on March 16, 2026