A rejected verification doesn't mean anything's wrong with your account — it's almost always a small detail in the uploaded documents. Here's what causes it most often and how to fix each one.
The Most Common Causes
1. Name Mismatch
The name entered on the registration form doesn't exactly match what's on your ID or passport — a nickname, a missing middle name, or a typo. Fix: use your full legal name exactly as it appears on your identity document, letter for letter.
2. Outdated Address Document
A proof of address (utility bill, bank statement) issued more than 3 months ago is usually rejected automatically. Fix: use a document issued within the last 3 months that shows your full name and address.
3. Blurry or Cropped Photos
One edge of the document isn't fully visible in the photo, or glare is covering part of the text. Fix: shoot in good lighting without direct glare on the document surface, and make sure all four corners are visible.
4. Unsupported File Format
Formats like HEIC (the iPhone camera default) sometimes aren't read correctly by the system. Fix: convert to JPEG, PNG, or PDF before uploading.
5. Inconsistent Profile Data
The date of birth or address entered on the form doesn't match what's on the document. Fix: re-enter your profile details exactly as they appear on your official documents rather than from memory.
What to Do After a Rejection
- Read the rejection reason, which usually shows up in a notification or email from XM — don't just re-upload blindly without knowing what went wrong
- Fix the document according to the specific reason given
- Contact XM's official live chat if the rejection reason isn't clear