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
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The user is under 18 years old
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Blurry document image
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Obstructed or incomplete document
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Expired document
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Invalid document type (only ID card, driver’s license, passport, or permanent residence permit are accepted)
Facial Recognition Requirements
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Your face must be clearly visible and unobstructed
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Do not wear hats or glasses during the scan
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Avoid using filters
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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”?
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Each person can only verify one Hotcoin account
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If you’ve already completed KYC with another account, you cannot verify a new one
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Please continue using your existing verified account
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If your previous account was deleted, please contact our support team for assistance
Helpful Tips
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Double-check documents before uploading
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Ensure all documents are clear and complete
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Contact online customer service if you have any questions
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