Context

When submitting a new customer application, it may be placed into manual review status instead of being automatically approved or rejected. There are several common reasons why this occurs.

Answer

Manual review is a normal part of our compliance process. When a customer goes into manual review, our team will evaluate the case and either approve it, reject it, or request additional information (RFI) within 24 hours. Common reasons for manual review include:

• Missing or unclear documentation

  • Government ID is not clearly visible or readable

  • Required identity documents are missing

  • Screenshots or non-original copies of IDs submitted

• Information mismatches

  • Address doesn't match ID information

  • Barcode data doesn't match visible ID information

• Additional verification needed

  • Potential PEP (Politically Exposed Person) match

  • Duplicate application detection

  • Age verification required

What happens next?

Our compliance team will review the case and take one of these actions:

• Approve - The customer will be automatically notified and can proceed

• Request Further Information (RFI) - We'll reach out requesting specific additional documentation or clarification

• Reject - If the application cannot be approved, it will be rejected with a reason provided

There is no need to contact support when an application goes into manual review. Our team actively monitors and processes these cases. If additional information is needed, we will reach out through our established communication channels.