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My documents got rejected. What to do?
My documents got rejected. What to do?

Find out why your documents get rejected.

Oliver Nielsen avatar
Written by Oliver Nielsen
Updated over a week ago

Submission of documents

All documents are handled by our payment partner Lemonway, who at first tries to machine-read your documents when you submit them for ID verification, which if possible, allows them to verify your identity within minutes - however, we do not always receive data in real-time, so it may take up to 3 hours ⚑

If they are unable to machine-read your documents, you will either get the document rejected or receive an error. Your documents might not be able to be machine-read because of poor lighting, blurry or low-quality images. This can be caused if you took photos on your phone and transferred them to your computer. We always advise you to submit documents from the device the photos are taken on. You can try to submit your documents again πŸ—‚οΈ

If you submit your documents 3 times without luck, your documents will be queued for a manual review πŸ•΅οΈ

My documents got rejected

Occasionally our users experience that their documents are rejected during the review. If you find that this is the case, look at the overview below to learn what you should look out for:

  • Did you remember to upload both sides of your ID in one photo?

    • Remember to upload your documents double-sided, if there is information on both sides.

  • Are your documents fully readable?

    • Please make sure all details are clearly visible in your documents.


  • Did you provide your full name, when you signed up for GamerPay?

    • The name in your Account info should match 100% with the one in your documents.

  • Did you crop the document in the picture you submitted?

    • Please make sure your picture has all four corners of the document visible in your submission.

  • Are your photos cropped, blurred, or pixelated?

    • Cropped, blurred, and pixelated photos will be rejected.

  • Is your document still valid?

    • Expired documents will not be accepted.

Having trouble finding a solution for your problem? Do not hesitate to get in touch with our support team.

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