🇦🇪 UAE only
Issues with identity verification can arise from various factors, but they are often resolvable with the correct steps. This article covers common problems and solutions to help you complete your verification process successfully.
Common Reasons for Identity Verification Failures
⚠️ Issue | 📝 Description | ✅ Resolution |
Invalid Document Back Side | Images of the Emirates ID are blurry, cropped, or poorly scanned. | Upload clear, high-quality images of both the front and back of your ID, without flash or glare. |
Digital Document Detected | The user uploads saved digital copies instead of a fresh photo of the physical card. | Take a fresh, clear photo of your physical Emirates ID and upload it directly. |
Incorrect Details | Typos in name, mismatched name format (spacing, order, initials), or incorrect date of birth cause verification failure. | Ensure the details entered match your Emirates ID exactly, including the full format of the name. |
Incomplete KYC (Video Submitted, Other Steps Pending) | The user has partially completed the KYC process, the video confirmation step was submitted successfully, but the remaining details after the video have not yet been completed | Return to the verification process and complete all required steps after the video confirmation to finalize your KYC. |
Pending KYC Review | KYC verification is usually completed within 2 hours, but in some cases it may take up to 48 hours due to compliance review or pending confirmation from your company’s administrator. | If verification fails, you will be prompted to resubmit or provide additional documents. If it takes more than 48 hours, contact Alaan Customer Support at [email protected]. |
Steps to Troubleshoot Identity Verification Failures
Retry the Verification Process
Open the Alaan mobile app and navigate to the Cards menu.
Tap on Retry next to the verification option.
Ensure your Emirates ID is placed on a flat surface, with good lighting, and is entirely visible during the scan.
Reinstall the App and Verify Again
If the issue persists, try deleting and reinstalling the Alaan app.
Log in and restart the KYC process.
During this step, ensure that all your personal contact details are updated and correct within the app.
Correct Errors in Submitted Data
Verify the information you entered during the KYC process for any inaccuracies (ensure your name, DOB, and other details match your Emirates ID exactly.).
Follow any prompts within the app to edit or re-upload the necessary documents. If no further action is prompted, contact Alaan support for additional guidance.
If you’ve tried all the steps above and things still aren’t working, our customer support team is here to help. Share the details of the issue and any error messages you’ve seen, and we’ll work with you to get it resolved.