Document Rejection Reasons: Why They Were Not Accepted and How to Fix It

If one of your documents was rejected during the verification process, it is usually due to quality issues, incomplete information, discrepancies with account data, or submitting an incorrect document.

In this article, we show you the most common reasons and how to correct them to complete your verification faster.

Image Quality Issues

Your document may be rejected if the image does not allow proper validation of the information.

Blurry, dark, or reflective image

Make sure to take the photo:

• With good lighting
• Without direct flash or reflections
• With all information visible and legible

Cut-off or incomplete document

The image must show:

• All 4 corners of the document
• All content completely
• No cropping or covered parts

Digitally edited document

We do not accept images that are:

• Edited
• Artificially cropped
• Filtered
• Modified using applications or software

Important: you must always upload an original photo or scan of the document.

Data Does Not Match the Account

Information different from what is registered in Betano

The document may be rejected if there are differences in:

• Full name
• Date of birth
• Document number

Verify that your account data exactly matches the data on the submitted document.

Missing important information

The file must clearly show all required data, such as:

• Full name
• Address
• Date of birth
• Document number

The document belongs to another person

We only accept documents from the Betano account holder.

Issues with Document Type

Expired or invalid document

The submitted document:

• Must be valid
• Must be one of the accepted official documents

Duplicate file

Avoid uploading the exact same file multiple times in one request.

Examples of Accepted Documents

Valid identity documents

Difference Between Credit Card and Bank Certificate

Make sure to upload the correct document as requested.

If we request your credit card

Upload a photo where the following are visible:

• The first 6 digits
• The last 4 digits
• Your name
• Expiration date

For security:

• Hide the CVV code
• Hide the middle numbers

If we request a bank certificate

Upload a document that shows in a single image:

• Your full name
• Account number
• Bank name or logo

You can use:

• Account statement
• Bank statement
• Mobile banking screenshot

How to Re-upload Your Document?

Once you have the correct document:

👉 My Account > Profile > Verification Process

Upload the file again and our team will continue reviewing your verification.