Identity verification is required for account security and access. Use this guide to troubleshoot common issues during the verification process.
1.Eligibility & Account Limits
Age Limit: Must be 18 or older.
Restricted Regions: Services are unavailable in certain areas. Refer to the [UUPAY Restricted Regions List].
Identity Already Used: Each ID can only be linked to one UUPAY account. Duplicate linking is not allowed, even with different document types.
2.Data Inconsistency
Ensure that your Name, Date of Birth, and ID Number match your document exactly, including spelling and character order.
3.Document Submission Issues
Invalid Type: We only accept ID Cards, Passports, and Driver’s Licenses. Residency permits and other documents are not accepted.
Poor Image Quality: Upload clear photos of the original document. Ensure all corners are visible and text is legible. No photocopies, screenshots, or blurry images.
Expired Document: Your ID must be current. If expired or near expiry, please update and resubmit.
4.Specific ID & System Scenarios
Permanent Documents: If the system flags a permanent document (e.g., Brazilian Permanent DL), try resubmitting with a Passport or National ID.
Expiry Display Errors: If a valid ID is displayed as "Expired" (e.g., Portuguese Residency Permit), your account remains active. Contact Support to verify.
Remaining Validity: We recommend at least 3 months of remaining validity to avoid processing delays.
5.Liveness Check Failures
Real-time Only: You must perform the check in person. Photos, videos, or masks are prohibited.
Environment: Remove glasses, avoid glare, and keep your face centered against a clean background.
Repeated Failures: If unsuccessful, you may request a 90-day grace period or provide a screen recording of the process to Support.
6.Data Extraction Errors (OCR)
If the "Applicant Data Problem" appears, the system failed to read your ID info. Upload a clearer photo. If the issue persists, contact Support to reset your verification process.
7.Translation & Spelling Errors
If your name appears incorrectly due to a non-English ID, use a Passport as a secondary document. If unresolved, send your ID photo to Support for manual correction.
8.Duplicate Account
If "Duplicate Account" appears, your identity is already linked to another UUPAY account. Please clear any assets from the extra account and contact Support to close it.
For other issues or persistent failures, please contact UUPAY Support for immediate assistance.