If you have received the following email...
"We could not verify your identity. The document photo has low resolution and could not be processed. Please go through the KYC process again or contact Celsius support.
If you have any questions, please be sure to check out our Help Center page or contact Celsius Support."
... this means that your KYC was rejected due to one or more reasons from the list below.
- Image with a low resolution;
- Blurry image;
- Light glare over the document;
- Fingers covering part of the document;
- Part of the document not in the photo;
- Unsupported document.
In that case you can re-submit your ID for verification making sure that a high-quality photo of a supported document is uploaded, with all 4 corners of the document visible in the photo and that all the text is clearly readable. High-quality means no blur, no cut off corners, no blocked text, no glare and high resolution.
You can also try to use a different document.
If you're still having issues with your KYC process, please contact us at firstname.lastname@example.org from the email address that you used to create your Celsius wallet.
IMPORTANT NOTE: We can't verify your wallet over the email. Please don't send us the photos of your document for KYC.