Use the exact name shown on the document, photograph all required edges in good light, remove glare, and follow the current platform's accepted-document list. If the error remains, report the error text through official support instead of sending your full ID to a stranger.
Start with the error message
Take a note of the exact error before restarting. "Photo unclear," "details do not match," "document expired" and "selfie failed" require different corrections. Repeatedly uploading the same file may only restart the same failure.
Use daylight, a plain background, steady hands and the original camera. Keep every requested edge visible.
Compare spelling, order of names, suffix, birth date and the registered account details.
Check expiry and the platform's current accepted-document list; do not assume every government card is accepted.
Clean the lens, remove face coverings and complete the prompts with an even light in front of you.
Take a readable document photo
- Place the original document on a flat, plain surface.
- Use bright indirect light; move the lamp or phone if there is glare.
- Keep the camera parallel so text and edges are not distorted.
- Do not add filters, screenshots, stickers or edits unless the secure flow specifically asks.
- Review the image before upload: name, number and expiry should be readable at normal zoom.
Handle a name mismatch carefully
Filipino names may include a middle name, suffix or different ordering. Enter only what the form requests and copy the spelling from the accepted document. Do not create a second account to work around a mismatch; that can make the account history harder to verify.
Keep identity data inside the right place
If support needs to investigate, share the error code and time first. Ask them to direct you to the approved upload route rather than attaching the document in ordinary chat.
When to contact support
- The same clear document is rejected with different messages.
- Your legal name changed and the account form has no update route.
- The camera or liveness check closes repeatedly on a supported device.
- The verification stays under review beyond the period shown inside the platform.
Before trying again
Close other camera apps, confirm a stable connection and prepare one compliant document. For suspicious links or requests, read the Philippines account security guide. For app-install concerns, use the app safety checklist.
Privacy standard
The Philippines National Privacy Commission warns that fraudulent links can steal personal data and install malware. Its smishing guidance supports using verified destinations and protecting identity information. Actual KYC acceptance is decided by the platform.