Diagnose your payment issue

What's happening

This is the most common restriction type for tourists. The app wants a fresh passport upload to confirm you're the account holder, often triggered after a few days of use or a flagged transaction. It's not a ban — just a security check.

Steps to fix it

1. 1Follow the in-app prompt to re-upload your passport photo page.
2. 2Use the same photo technique as initial verification: flat on a dark surface, even light, no glare, all corners visible, sharp text.
3. 3Make sure the name matches your account and linked card exactly.
4. 4If verification keeps failing, the most common cause is glare on the passport laminate — change the light angle or take it in daylight near a window (not in direct sun).
5. 5Submit and wait — verification usually completes in minutes but can take a few hours.
6. 6Do not make payments until verification confirms.