Changelly

Changelly verification - KYC failures and correction options

Changelly verification can fail because of unreadable photos, a face mismatch, altered documents, or an eligibility restriction. The next action depends on the rejection reason and whether the problem concerns identity checks or the wider transaction review. A request for another photograph differs from a request to explain where your crypto came from. Start with the exact message, the affected verification step, and any instructions attached to your existing exchange. Correcting a submission can make another review possible, but it does not automatically release a held transaction. Keep the application result and the exchange status separate when assessing progress.

A clearer ID photo can resolve an image problem, while eligibility restrictions and source-of-funds requests require different responses.

Hold, failed, and incomplete verification mean different things

A Hold status means the exchange requires verification after a risk flag. Confirming concerns blockchain confirmations, while Failed can describe several exchange problems. A failed transaction therefore does not, by itself, establish that Changelly rejected your identity. Record the actual wording before deciding which problem needs attention.

Within the identity process, distinguish a request to repeat a capture from an application awaiting a decision. Changelly can place an exchange on hold for AML/KYC procedures. AML means anti-money laundering, and KYC means know your customer. Those checks concern the customer and transaction; additional blockchain confirmations do not answer a request for identity information.

Returning to the request attached to your exchange

The verification entry point depends on where you initiated the exchange and whether you used an account. Registered users can receive instructions for the verification form within their account. Guest users may receive a verification link through the transaction flow. Exchanges initiated through an integrated service can require contact with Changelly’s compliance team to obtain the appropriate link.

Keep the exchange identifier and existing correspondence together. When requesting help, identify the affected order and ask which verification step remains outstanding. Describe the message without attaching identity documents to a public conversation. A new exchange creates another order; it does not explain the unresolved request attached to the original one.

Document validity and accurate personal details

The submitted ID must remain valid for at least one month after submission under Changelly’s published requirement. An expired document does not meet that condition. Check the information you entered against the document, including your name and date of birth. Correct inaccurate application details through the available form or compliance correspondence. Do not alter the document image to make it agree with an incorrect entry.

Readable documents and a usable face capture

Image quality, document authenticity, and facial comparison involve different checks. A readable name does not resolve an obscured face, and a clear selfie does not repair a cropped document. The rejected step identifies which material needs attention.

Identity document images

Readability and framing

Keep the entire document visible, with its text in focus. Blur and cropped edges can prevent the verification system from reading required information. Review the original capture at a readable size before submitting it. If the form requests another side of the document, that request concerns missing information rather than sharper photography.

Readability and framing: Keep the entire document visible, with its text in focus. Blur and cropped edges can prevent the verification system from reading required information.; Review the original capture at a readable size before submitting it. If the form requests another side of the document, that request concerns missing information rather than sharper photography.
Visual summary: Readability and framing

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Authenticity and consistency

Use an unaltered image of the document that you actually hold. Retaking a poor photograph changes the capture conditions; editing its printed information changes the evidence. Verification systems distinguish low-quality images from signs of digital manipulation, so image editing is not a suitable repair for unreadable details.

Face matching and liveness

Face matching compares the person in the submitted selfie with the photograph on the identity document. Liveness checks assess whether a real person is physically present during capture. These checks answer different questions, even when the interface presents them close together.

Use sufficient lighting, keep your whole face inside the indicated frame, and remove anything that obscures your features. Disable camera effects or filters. When the form requests a photograph holding your ID, use the document that you submitted. Follow the displayed capture instructions without substituting an old photograph for a live check.

Correction options matched to the reported problem

The available correction must address the failed requirement. These options apply to different problems; they are not interchangeable methods of obtaining approval.

Correction options matched to the reported problem: The available correction must address the failed requirement.; These options apply to different problems; they are not interchangeable methods of obtaining approval.
Correction options matched to the reported problem

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Correction option Applicable problem Condition or limit
Retake the document photograph Blur, unreadable text, or incomplete framing The new capture must show the genuine document without alteration.
Repeat the face capture Poor lighting, obstructed features, or incorrect positioning Retry when the verification flow permits it; successful capture does not settle other checks.
Submit another eligible ID The original document fails the validity requirement The replacement must meet the document requirements for the application.
Request a replacement verification link The existing link has expired A replacement restores access to verification; it does not approve the application.
Provide requested funds records The review needs evidence of how you obtained the crypto The records must address the particular funds under review.

A camera that will not start can reflect blocked browser or device permissions, another application using it, or a device problem. Check those reversible settings before attempting another capture. A replacement device can help when the camera itself fails. Separately, an expired verification link requires a new link from the compliance team; changing camera settings cannot restore it.

Source-of-funds requests during transaction review

Proving your identity does not explain how you obtained the crypto involved in an exchange. Changelly’s enhanced due diligence includes checking the source of funds. Relevant evidence can include trading history, purchase receipts, or records of mining activity. The appropriate record depends on the actual origin of the funds.

A transaction hash shows a transfer, but it may leave the earlier acquisition unexplained. Supply the information that the request actually seeks. Keep the relationship between the supporting record and the reviewed funds clear, rather than sending unrelated account screenshots. If the requested evidence is unavailable, explain that gap to the compliance team and ask what alternative material it can assess.

When can you resubmit a rejected application?

Resubmission is possible when the verification flow or security team permits another attempt. Changelly describes assistance with another submission when possible, rather than an unconditional right to retry. An image-quality correction can address an unreadable photo. A restriction on service eligibility requires a different decision and cannot be corrected through better photography.

If the message gives no actionable reason, ask which requirement failed and whether another submission is available. Stop repeating the same upload when nothing has changed. Creating additional accounts is also unsuitable: Changelly’s terms prohibit multiple accounts.

Review time and release of a held exchange

Changelly describes ID verification as generally taking no longer than 24 hours, with longer checks possible for security reasons. That estimate does not set a deadline for an entire transaction investigation. A broader review can take weeks or months when other stakeholders participate, and Changelly may be unable to provide an exact completion time.

For a pending case, ask whether the team needs anything further from you. Keep the latest submission time and acknowledgement with the case record. A confirmation that the upload arrived answers a different question from a decision approving the application. Avoid treating silence, an elapsed estimate, or a completed capture screen as confirmation that the exchange has resumed.

Private submissions and refund questions

Identity photographs and financial records contain information that should remain within the requested verification channel. Reach the case through the service or an established support conversation before supplying documents. Keep public screenshots free of your identity details, exchange identifier, transaction information, and verification link. Changelly’s terms specifically restrict sharing transaction details with anyone other than its representatives.

Private submissions and refund questions: A refund request also needs a case decision. Changelly handles refunds manually, and eligibility depends on the transaction circumstances. Ask whether a refund is available and which unresolved requirements apply.; Where a refund involves applicable network or operating costs, request the proposed deduction and returning amount before agreeing. For the same refundable amount, higher applicable deductions leave less crypto to return; a rejection message alone does not establish a fee or repayment date.

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A refund request also needs a case decision. Changelly handles refunds manually, and eligibility depends on the transaction circumstances. Ask whether a refund is available and which unresolved requirements apply. Where a refund involves applicable network or operating costs, request the proposed deduction and returning amount before agreeing. For the same refundable amount, higher applicable deductions leave less crypto to return; a rejection message alone does not establish a fee or repayment date.

Confirming the unresolved item before closing the case

Before considering the verification issue resolved, check the application decision, any outstanding document request, and the status of the same exchange. Keep the message that explains approval, further review, or refusal. If the team says verification succeeded while the transaction still shows Hold, report that precise mismatch through the existing case.

For a released exchange or approved refund, retain the relevant transfer record and confirm receipt at the intended destination. Verification approval establishes an identity-review outcome; receipt establishes what happened to the funds. An unresolved difference between those records remains a support issue.

Changelly verification - your questions answered

Can verification at another exchange satisfy Changelly’s identity check?

Verification elsewhere does not automatically satisfy Changelly’s request. Its AML/KYC policy permits reliance on another institution only under specified conditions, including an appropriate contractual arrangement. A verified account at another service therefore does not, by itself, establish that Changelly can accept that service’s checks.

Which language problems can cause an ID submission to fail?

An unsupported document language can prevent the verification provider from processing an ID. Changelly’s verification instructions describe a notarized English translation for that situation. Confirm that the rejection concerns language before arranging a translation, because it will not correct an unrelated image-quality or eligibility problem.

Does a card purchase use the same verification rules as a crypto swap?

A purchase through a payment provider follows that provider’s policies and terms. Identify the company requesting verification before applying instructions intended for a Changelly crypto exchange. The provider named in the purchase request determines which documents and support process apply to that transaction.

Will deleting my account immediately erase my verification documents?

Deleting an account does not guarantee immediate erasure of verification records. Changelly’s privacy policy allows deletion requests subject to applicable retention obligations. It may retain information needed for legal compliance, disputes, or enforcement of agreements even after account closure or withdrawal of consent.

Can support take or upload my verification photographs for me?

The verification provider requires you to take and upload your own photographs; its support team cannot upload them on your behalf. If your camera does not work, use the permitted device troubleshooting options or another working device. Someone else completing the capture would not establish your presence.

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