Why Did Fiat Provider Verification Fail?
Who Verifies Your Identity?
When you buy or sell crypto in Gem Wallet, a third-party fiat provider completes the order on its own page. Most providers are required by law to verify your identity, often called KYC (know your customer), before they process a card or bank payment.
Gem Wallet doesn't verify your identity and never sees your documents. The provider runs the checks, makes the decision, and stores your data under its own privacy policy. Gem Wallet can't approve, override, or explain a provider's decision.
How a Verification Problem Shows in Gem Wallet
| What happened | What you see in Gem Wallet's Buy and Sell history |
|---|---|
| The provider is still reviewing your documents, or asked for extra verification | Pending |
| The provider rejected verification and cancelled the order | Failed |
Select the order in the history to open the provider's order page, which usually explains the reason.
Common Reasons Verification Fails
- Unclear photos: blurry, cropped, or glare-covered document images, or a selfie that doesn't match the document.
- Mismatched details: the name, date of birth, or address you entered doesn't match your document or your payment card.
- Unsupported document: an expired document, or a document type the provider doesn't accept in your country.
- Unsupported region: the provider can't serve your country or state for that payment method or asset.
- Age: you're under the provider's minimum age.
- Previous account issues: the provider has an earlier account, chargeback, or restriction linked to your details.
- Extra checks: the order amount triggered enhanced verification, such as proof of address or source of funds.
What to Do
- Read the provider's message. Check the provider's order page and emails for the exact reason and any steps to retry.
- Retry with the provider if it allows another attempt: use a valid document, good lighting, and details that exactly match your document and card.
- Try another provider. On the Buy or Sell screen, select the provider row and choose a different provider. Each one runs its own checks, and availability differs by region.
- Contact the provider if you can't retry or don't understand the decision. See How to Contact a Fiat Provider and have your order number ready.
- Check refunds. If you were charged and the order failed, see What Happens When a Fiat Provider Refunds an Order?.
Send identity documents only through the provider's own verification page or official support. Never send passports, ID cards, selfies, or card details to Gem Wallet support or to anyone who contacts you about a "verification problem". Gem Wallet will never ask for them.
You Can Still Use Gem Wallet Without Verification
A failed verification only affects buying or selling through that provider. You can still receive crypto, send, swap, and use every other Gem Wallet feature, because those don't involve a fiat provider. For example, you can buy crypto on an exchange where you're verified and withdraw it to your Gem Wallet address. See Receive Crypto in Gem Wallet.