How to Resolve KYC Verification Issues

Upload Requirements

If you encounter any issues during identity verification, please contact our online customer service.

Invalid Document Scenarios

The user is under 18 years old
Blurry document image
Obstructed or incomplete document
Expired document
Invalid document type (only ID card, driver’s license, passport, or permanent residence permit are accepted)

Facial Recognition Requirements

Your face must be clearly visible and unobstructed
Do not wear hats or glasses during the scan
Avoid using filters
Ensure bright, sufficient lighting

Frequently Asked Questions

Q: How long does verification take?

A: The KYC process usually takes 3–5 minutes. In some cases, the review may take up to 1–3 business days, depending on platform security requirements, local compliance policies, or network conditions.

Q: Is my personal information safe?

A: Yes. All KYC information is securely encrypted. Hotcoin strictly follows privacy policies and will never share your data with unauthorized third parties.

Q: Why did I receive the error message: “Sorry, this ID number has been used for verification”?

Each person can only verify one Hotcoin account
If you’ve already completed KYC with another account, you cannot verify a new one
Please continue using your existing verified account
If your previous account was deleted, please contact our support team for assistance

Helpful Tips

Double-check documents before uploading
Ensure all documents are clear and complete
Contact online customer service if you have any questions