Here are some possible reasons:
- You may not be 18 years old yet. You can register again once you turn 18.
- The photo of your E-ID card uploaded does not meet the criteria, such as being unclear, a screenshot or photocopy, or damaged. Ensure that the photo of the E-ID card is taken directly, not a screenshot or photocopy, with good lighting, not blurry, and fitting the provided frame. If the ID card is damaged or unreadable, please promptly arrange for a replacement at your local Dukcapil office.
- The data on your E-ID card does not match what is registered with Dukcapil. Make sure that the information on your E-ID card matches the records at Dukcapil.
- Your liveness check process may not have been successful because it wasn't performed according to the given instructions. Ensure that you follow all instructions accurately, such as face positioning and adequate lighting.
- Your E-ID card may already be registered in our system. If you have forgotten your account, please contact us for further assistance.
If you are still experiencing difficulties, please reach out to us via Live Chat in the app or email care@nanovest.io by sending a screenshot of the KYC issue you are facing.