Why did my identity verification fail?

At Bitnomi, every customer goes through an identity verification (KYC) process before they can transact on our platform. This isn't just a formality, it's a core part of how we keep our platform safe, compliant with Sri Lankan law, and trustworthy for everyone who uses it.

Sometimes, an application doesn't get approved. Here's what that means, and what you can expect.

Why verification might not be approved?

There are several common, everyday reasons an application isn't approved the first time around:

• Unclear or low-quality documents - Blurry photos, cropped edges, or expired IDs

• Mismatched information - Details that don't match across the documents provided

• Incomplete submissions - Missing pages, fields, or required documents

• Verification checks that couldn't be completed - For example, the face that doesn't clearly match the ID photo

In most of these cases, the fix is simple: resubmit clearer documents or correct the mismatched details, and the process can be completed quickly.

What this doesn't mean?

A non-approval is not an accusation. It doesn't mean we believe you've done anything wrong, and it isn't a permanent decision. It simply means that, based on the information provided, we weren't able to confirm your identity to the standard required to open an account.

What you can do next?

If your verification isn't approved, you'll receive a notification with general next steps. Typically, you can:

1. Review the guidance provided and check that your documents are clear, current, and unaltered

2. Resubmit your application with corrected or higher-quality documents

3. Reach out to our support team if you have questions about the process

Why we do this?

Identity verification protects our customers as much as it protects the platform. It helps prevent fraud, protects against identity theft, and ensures Bitnomi operates within Sri Lanka's legal and regulatory framework for financial services. It's a standard step across the industry, not just at Bitnomi, for any platform that handles digital asset transactions.

For further assistance, contact [email protected]