Overview


KYC (Know Your Customer) verification is a crucial step to ensure the authenticity and security of user identities. On Persona, this process helps verify that users are who they claim to be while maintaining compliance with regional and company standards.

To ensure a smooth, secure, and efficient verification process, it’s important to follow a few key best practices. This article outlines the essential guidelines every user should adhere to during their KYC verification on Persona.

Best Practices for KYC Verification

Each user is allowed a maximum of 10 attempts to complete their verification. It’s important to double-check your information and documents before submitting each attempt. Repeated failed attempts may result in delays or temporary restrictions from retrying the process.

Tip: Ensure your ID photo is clear, not cropped, and that your information matches exactly with your registration details.

2. Raise a Ticket for “Session Expired” Errors

If you encounter a “Session Expired” message, it usually means that your verification session wasn’t completed — for example, if you closed the browser or navigated away before finishing the process.


To prevent this, once you begin the KYC verification on Persona, avoid closing, refreshing, or leaving the browser tab until all steps are completed. Closing the tab too early will leave your verification status as “Pending” until the system automatically updates your status, causing your inquiry to expire. You’ll then need to restart the entire verification process, which typically takes up to 24 hours.


You’ll be able to attempt verification again once the pending status has cleared.


If the issue continues beyond 24 hours, please submit a support ticket so our team can review your case and help reset your verification session.



Recommendation: Make sure you have a stable internet connection and sufficient time to complete the process in one sitting.

3. Upload a Document from Your Country of Residence

To ensure successful verification, always upload an identification document issued by the country you are currently based in. Using documents from a different country may result in verification failure or additional review steps.

Examples of acceptable documents include:

  • Passport

  • National ID card

  • Driver’s license (if locally issued)

  • many others


Note- Acceptable documents can vary from country to country.


4. Do Not Use Electronic Replicas of ID Cards

Electronic or digital replicas of identification cards (such as screenshots, scanned copies, or photos displayed on another device) are not accepted.

Please ensure you upload an image of the original, physical ID card. This helps maintain authenticity and prevents verification delays or rejection.


Additional Tips for a Smooth Experience

  • Use a well-lit environment when taking document photos.

  • Avoid glare, blur, or cropped edges on your ID images.

  • Ensure your name and date of birth match your registered account details.

  • Do not use an expired card

Need Help?

If KYC verification is failing, stuck in a pending status, or showing a session error, first review the document, device, and verification details before trying again.

Verify that:

  • You have not exceeded the maximum number of allowed verification attempts.

  • The identification document is valid and not expired.

  • The document was issued by the country where you currently reside.

  • You are using the original physical ID, not a screenshot, scan, or image displayed on another device.

  • The full document is visible and not cropped.

  • The document image is clear, well lit, and free from glare or blur.

  • Your name and date of birth match the information associated with your account.

  • Your internet connection is stable before starting verification.

  • You remain on the verification page until all steps are completed.

  • You do not refresh, close, or navigate away from the page during the verification process.

  • If the session shows as pending after being interrupted, enough time has passed for the status to reset before trying again.

If you receive a Session Expired error, wait for the pending status to clear before starting a new attempt. This may take up to 24 hours.

If the issue continues after 24 hours, collect the verification status, error message, number of attempts made, document type and issuing country, and screenshots of the error before contacting support.