Retryable Reason for CP Resubmission

If you created a CP+ or updated your CP+ information, you may receive a reason for resubmission from us. Here are the list of reasons and what you can do next:

Code Structure

Rejection codes are 3-digit numbers organized by category:

101-199: ID Document rejections (retryable)
201-299: Proof of Address rejections (retryable)
301-399: Selfie/Liveness rejections (retryable)
401-499: General rejections (retryable)
501-599: Policy rejections (non-retryable)

🪪 ID Document Rejection Reasons

Code	Is Retryable	Rejection Reason	User Message
101	Yes	Expired ID	Your ID has expired. Please upload a valid, unexpired ID.
102	Yes	Name Mismatch	The name on your ID doesn’t match the name you entered. Please enter your full legal name exactly as shown on your ID and resubmit.
103	Yes	Photocopy	Photocopies are not accepted. Please upload a photo of the physical document.
104	Yes	Black and white image	Black-and-white images aren’t supported. Please upload the original coloured ID.
105	Yes	Missing front side	The front side of your ID is missing. Please upload the complete front side.
106	Yes	Missing back side	The back side of your ID is missing. Please upload the complete back side.
107	Yes	Missing page	Both sides of the document are required, but only one was uploaded. Please upload all sides.
108	Yes	Unacceptable ID type	This ID type isn’t supported. Please upload a valid passport.
109	Yes	Not original document	Screenshots, cropped images, or photos of screens aren’t accepted. Please upload the original, full document.
110	Yes	Digital copy	The image is a photo of a screen. Please upload a photo of the physical document.
111	Yes	Manipulated document	The ID appears to be edited or altered. Please upload the original, unedited document.

🏠 Proof of Address (POA) Rejection Reasons

Code	Is Retryable	Rejection Reason	User Message
201	Yes	Outdated document	Your proof of address is outdated. Please upload a document issued within the last 1 year.
202	Yes	Password-protected or corrupted file	We can’t open your file. Please upload an accessible, unprotected document.
203	Yes	Blurry or unclear document	The proof of address is blurry or unclear. Please upload a clearer image.
204	Yes	Unacceptable document type	This document isn’t valid as proof of address. Please upload a utility bill, bank statement, or government letter.
205	Yes	Missing information	Your document is missing key details such as name, address, or date. Please upload a complete one.
206	Yes	Mismatched information	The name or address doesn’t match your account. Please upload a document with matching details.

👨‍🦲 Selfie/Liveness Rejection

Code	Is Retryable	Rejection Reason	User Message
301	Yes	Using ID as Selfie	A photo of an ID was submitted instead of a selfie. Please take a clear selfie showing your face directly, not your ID.
302	Yes	Multiple People Detected	The selfie includes more than one person. Please retake the photo with only your face visible.
303	Yes	No Face Present	No face was detected in the selfie. Please upload a selfie where your full face is clearly visible.
304	Yes	Face not Fully Visible	Your face is not fully visible in the selfie. Please retake the photo ensuring your full face is shown without obstruction.
305	Yes	Photocopy Selfie	The selfie appears to be taken from a printed photo. Please retake and upload a live selfie showing your face directly.
306	Yes	Digital Copy Selfie	The selfie appears to be taken from a screen. Please take a new selfie of yourself directly using your camera.

⛔ General Rejections (applicable for all type of documents/cases)

Code	Is Retryable	Rejection Reason	User Message
401	Yes	Not a document	The uploaded image isn’t a recognized document. Please upload a valid one.
402	Yes	Blurry image	The document is blurry or not readable. Please upload a clearer image.
403	Yes	No document detected	No document was detected in the image. Please ensure the entire document is clearly visible and resubmit a photo of the original document.
404	Yes	Other	Other (Custom rejection reason provided by reviewer)
405	Yes	RFI Expired / No Response	We didn’t receive your response to our additional information request. Please reapply if you still wish to onboard.

🚫 Unretryable Rejections

Internal Code	Is Retryable	Reason	Message in callback/response
501	No	Internal Reason	Your profile doesn’t meet our risk policy requirements. We’re unable to proceed with your onboarding.
502	No	Internal Reason	Your profile doesn’t meet our risk policy requirements. We’re unable to proceed with your onboarding.
503	No	Risk Policy Violation 🚫	Your profile doesn’t meet our risk policy requirements. We’re unable to proceed with your onboarding.
504	No	Client Request to Closed the Account	We have closed your account as per your request. If you wish to reopen it, please submit a new application.