CoinLion works hard to make the identity verification process as seamless as possible.
Automatic identity verification typically take less than a few minutes but can take up to an hour.
Primary reasons for failed verification:
- Photo submitted was not able to be scanned correctly
- Profile information was entered incorrectly or incomplete
Failed Verification Steps:
Step 1: Submit a support ticket via support.coinlion.com with subject "Failed Verification"
In the body of the ticket include the following information:
- Email address (your email used on CoinLion.com)
- Failure Type: Tier 1, Tier 2
- The reason for failed verification - example: I entered the wrong birthdate or address.
Attach your ID to the support ticket - Front and Back. For Passports please attach the cover page and personal page.
When taking photos of your ID for submission please follow the following guidelines.
Place ID on a dark surface.
Document verification works best when there is contrast between the ID and the surface on which it is placed. Preferably use a plain black paper or a black sheet with no text or printing on it.
Place ID on a plain surface.
It should not be placed on a newspaper, magazine, keyboard, countertop or on your thigh. Holding the document in your hand and scanning it may result in a failed verification. Any key elements that are obstructed (barcodes or text) may result in a failed verification. Use a plain dark background and ensure fingers are not obscuring the document.
All 4 corners visible.
When you image an ID/passport, align the edges of the ID or passport bio page within the camera screen and ensure all 4 corners are visible.
Right distance between the ID and device.
Hold the device over the ID at a distance where the document is completely inside the camera screen. For passport ensure that the bio page (the page with name, passport number, photo etc) is the only page in view.
When you scan the document, please ensure there is no glare on it. You might have to scan it multiple times if there is glare.
Avoid dark areas.
Scan the document in well-lit room or area (not in a darkened room or area). Normal daylight or a well-lit room is ideal.
Avoid skewing of image.
Images should not be skewed / angled within the picture (2-3 degrees is acceptable). The edges of the image should align with the edges of the photo as closely as possible.
Try to not to shake the device when you are taking the image of the ID document. Images that are too blurry may not be verified.
See below for the examples of the correct way to take a photo of your ID
Step 3: Your request will be reviewed in a timely manner. Please allow up to 7 business days. Once your request is reviewed you will be notified of the resolution. If correctly verified your profile will display "verified" above your information.