Common verification issues, and how to solve them

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We pride ourselves on delivering a seamless signup process. Unfortunately, there are times when we’re unable to verify your documents.

There are a few reasons why this might happen. In this blog, we’ll reveal the most common causes of verification failure, and how you can solve them.

Please ensure you follow these instructions on your next verification attempt. However, if you’re still not having any luck, please contact our Customer Support team via our in-app chat.

Why couldn't my identity be verified?💳

❗️ Issue: The images on the document were too blurry

💡 Solution: Ensure that all details are clearly visible and readable before re-submitting the picture.

❗️ Issue: The images on the document  were unreadable, due to glare, or  other items obstructing the details

💡 Solution: Please try again with better lighting, and ensure that your photo is free from glare. Make sure the crucial details (date of birth, name, surname, address, document number, MyNumber) are visible and readable.

❗️ Issue: The selfie was too blurry, or your face was obstructed

💡 Solution: Make sure the image is clear, your face is visible (not being obstructed by hands, face mask, hats, etc.), and you're taking the selfie by yourself (the selfie should not be taken by another person).

❗️ Issue: Expired document

💡 Solution: Try again with a valid document (i.e. not expired, not invalidated upon leaving the country, etc.).

❗️ Issue: Damaged document

💡 Solution: Try again with a new document. Make sure it's not scratched (all details are fully readable) or missing parts (chipped edge, missing chip etc.).

❗️ Issue: Incorrect document declared

💡 Solution: Make sure you choose the correct nationality and correct document type. For example, if you're a foreign national, answer “No” to the question “Are you Japanese citizen?” and choose your document type accordingly (“Residence Permit” is the Zairyū Card 在留カード, “Special Permanent Resident Certificate” is the Tokubetsu Eijūsha Shōmeisho 特別永住者証明書).

❗️ Issue: Duplicated account

💡 Solution: In rare cases, it may appear that you have two Revolut accounts (this includes accounts that you opened in other Revolut entities outside of Japan). Unfortunately, as per our terms and conditions, REVOLUT TECHNOLOGIES JAPAN offers only one account per person. Please close one of the accounts you own or contact our Customer Support for assistance.

❗️ Issue: Data mismatch

💡 Solution: The data on the document and the data provided during in-app verification must match. If you've made a typo, provided an outdated ID, or misrepresented the information such as date of birth, address, or name, please contact our Customer Support for help via chat.

❗️ Issue: Foreign phone number

💡 Solution: If you've registered with a foreign phone number for your Japanese Revolut account, please contact Customer Support via chat to clarify your current residency situation.