What can cause account verification to be unsuccessful?
If your verification is unsuccessful, it’s often due to one or more of the following reasons:
Proof of Identity (POI) Issues
- The full name on the document does not match exactly the name registered on your Vantage account.
- The date of birth shows the applicant is under 18 years old.
- The document is expired or invalid.
- The photo is unclear, missing, or not an official government photo.
- Only one side was submitted for a double-sided or multi-page document.
- The document does not show all four edges (cropped or incomplete image).
- The image is low quality, blurry, or unreadable.
- The document is not issued by a government authority (e.g., workplace ID, membership card).
Proof of Address (POA) Issues
- The name on the POA document does not match exactly the name on your POI document.
- The address is incomplete or not clearly shown (PO Box accepted only if full address is also visible).
- The issue date is older than 6 months.
- The document is black and white (multi-color is required).
- The image is cropped, missing all four edges, or is low quality.
- The document type is not accepted (e.g., screenshot, handwritten bill, or non-official document).
General Issues
- The uploaded file is larger than 5 MB or in an unsupported format (accepted formats: .jpg, .jpeg, .png, .pdf).
- The document submitted for POA is the same as the POI and was not approved as a secondary option.
- The document is a photocopy with missing corners or edges.
If your verification fails, you can check the status in your Client Portal or Vantage App, and resubmit a valid document. If you need further assistance, please contact our support team at support@vantagemarkets.com we’re happy to help.