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
