Sometimes a scan of your ID can't be verified. This usually happens because of poor photo quality, glare, or an expired document. If this happens to you, Bitso lets you know and you can try again.

How many times you can retry

You can attempt the scan up to 3 times. If it still can't be verified after 3 attempts, Bitso's team reviews your case manually and contacts you with next steps. At that point you can't retry on your own, so reach out to support if you're stuck.

Tips for a successful scan

• Use a valid, non-expired ID.
• Scan it in a well-lit place, and avoid glare and shadows.
• Make sure all four corners of the document are visible and the text is readable.

A rejected scan does not affect your funds. Your balance stays safe and accessible for withdrawal while you retry or wait for manual review.