Why was my identity verification rejected?

Your verification may have been rejected if the document you submitted was not issued by the UK government, expired, or illegible. Please ensure you upload a valid UK Passport, UK Driving Licence, or UK National ID Card.

Can I use a non-UK passport or residence permit for verification?

No. For security reasons, only UK government-issued documents are accepted. Non-UK documents (including passports, residence permits, or overseas IDs) are automatically rejected by the system, even if they are valid in other countries.

What types of documents are accepted for verification?

You can verify your identity with one of the following:

1. UK Passport
2. UK Driving Licence
3. UK National ID Card

What should I do if I don’t have a UK-issued document?

If you currently don’t have a UK government-issued ID, please contact support@neropay.app. Our compliance team will review your case manually and advise on alternative options (for example, verification through a UK-registered business entity).

How can I retry the verification process?

Simply log in to your NeroPay Dashboard → Profile → Verification, click “Retry Verification”, and upload your UK document again.

Make sure the document photo is clear, unedited, and not expired.

How many times can I retry verification?

You can attempt verification up to 5 times within 24 hours. If all attempts fail, please contact our support team for further assistance.

How long does verification take?

The new automated process completes within a few minutes. You’ll see real-time progress such as “Scanning Document” or “Verifying Authenticity,” and your KYC status will update instantly once approved.