Verification Is Pending or Failed

Use this page when KYC or account verification does not finish, stays pending, or comes back as failed.

Who this is for

Users who started KYC through Veriff
Users whose Trust & Safety status did not update
Users who finished a step but still look unverified

Before you start

Open Settings > Trust & Safety
Allow camera and microphone permissions before starting KYC
Keep the app open until the verification flow finishes

Steps

Check whether Real human or Identification document is still incomplete.
Start KYC again from the Trust & Safety screen if the app offers the Verify action.
Allow the requested permissions and complete the Veriff flow.
If the app shows a retrieval or completion step, let it finish before leaving the screen.
Reopen Settings after you finish to confirm the latest status.

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What happens next

Successful KYC updates the Trust & Safety screen
The app may need a short sync before the status changes everywhere
If the verification failed, you can usually retry from the same place

Contact support when

Veriff fails repeatedly after permissions are allowed
The app stays pending after you finish the flow
The status changes in one screen but not in Trust & Safety
You cannot restart the verification flow