How to Check Your KYC Verification Status
Once your KYC verification is complete, Z.com EX will send you a notification email with the verification results. You can check the reason for rejection in your registration email inbox. (If you haven't received an email from Z.com EX, please click here)
Please note: Do not reply to this email as it is an automated system-generated email.
Alternatively, you can check your KYC verification status on the Z.com EX website or app after logging in.
Customer can click the links below to go directly to the relevant content
Reasons and Solutions for KYC Verification Issues
| Rejected Reason | Description | Solutions / Tips |
|---|---|---|
| KYC Documents Issues | ||
| Invalid passport/ID card | Expired Identity Documents. You may have submitted an expired identity document, such as an expired national ID card or passport. |
Provide a valid and unexpired identity document. |
| The submitted documents might be blurry, unclear, have been cropped or edited, or contain obscured personal information. | Ensure documents are clear, well-lit, and captured at a high resolution. | |
| The submitted identity documents might not meet the company's specific requirements. | Check the KYC requirements to ensure you are submitting the correct type of identity documents. If unsure, please find more information here Documentation for identity verification | |
| The identity document doesn't match the applicant's information. |
1. Ensure all information provided across different documents is consistent and accurate. 2. Double-check the spelling of name, address, and date. 3. Submit documents match the applicant's information. |
|
| Invalid passport/ID card number | The ID or passport number entered might not match the number on the submitted identity document. | Carefully review the ID or passport number and ensure it matches the number on the document. |
| Invalid basic detail |
1. Additional identity document shows another person's name. 2. Additional identity document has expired. |
1. Identity document must clearly show the name of the person applying for the account and all details on the document must be legible. 2. Provide a valid and unexpired Identity document must If unsure, please find more information here Documentation for identity verification |
| Selfie Photo Issues | ||
| Invalid selfie photo | Live Selfie Issues Poor Selfie Quality: The selfie is blurry, unclear, or has poor lighting. The face is partially obscured by sunglasses, hats, masks, or other objects. |
Ensure the selfie is taken in a well-lit environment with a clear background. Remove any accessories or objects that obstruct your face. Hold the camera at a comfortable distance to capture a clear and centered image of your face. |
|
Uploaded Selfie Issues 1. The selfie photo may not holding the identity verification document (national ID card or passport) 2. The selfie photo may not holding a document with the Z.com EX, current date, and signature. |
1. Take a new selfie holding identity document (Thai ID card or Passport). 2. Write the following on a blank piece of paper: "Z.com EX, date of application, and your signature." 3. Hold both documents (your identity document and the paper with the message) together in your selfie. 4. Make sure your selfie is well-lit, your face is clear, and there are no objects obstructing your face. Note: 2. The selfie must be a front-facing photo, not a side profile. 3. Do not wear a hat, sunglasses, or a face mask in the selfie. |
|
| Identity Verification Information Issues | ||
| Invalid basic detail | Name (Thai or English) is incorrect or doesn't match the identity document |
1. For Thai citizens: You must contact your NDID service provider to correct your name in the NDID system before attempting identity verification with the company again. 2. For non-Thai citizens: Please ensure the name you entered is spelled correctly and matches the information on your identity document. |
| Date of Birth is incorrect |
1. For Thai citizens: You must contact your NDID service provider to correct your date of birth in the NDID system before attempting identity verification with the company again. 2. For non-Thai citizens: Please ensure the date of birth you entered is correct and matches the information on your identity document. |
|
|
Business Type is incorrect or inconsistent 1. Incorrect Business Type 2. Business Type inconsistent with Workplace 3. Business Type inconsistent with Occupation |
1. Specify the company's business type, not your job title: Do not select a business type that describes your position (e.g., "Computer Engineer"). Instead, specify the type of business the company engages in (e.g., "Software Development" or "Information Technology" for a tech company). 2. Ensure the selected business type matches your actual workplace: For example, if you work for a government agency, avoid selecting "Service Business." Instead, choose "Government Agency," "Police Station," or "District Office," etc. 3. Ensure the selected business type is consistent with your occupation: For instance, if you are a business owner, avoid selecting "Government Agency." Instead, choose a business type that reflects your business activities, such as "Wholesale Clothing" or "Home Contractor," etc. |
|
| Invalid address | Incorrect Address on ID Card or House Registration |
1. For Thai citizens: You must contact your NDID service provider to correct your address in the NDID system before attempting identity verification with the company again. 2. For Non-Thai citizens: Please ensure the address you entered is correct. |
| Current Address is Incorrect or Inconsistent with Workplace Address | Please ensure the information in the current address field is in the same province as your workplace, or if it's not the same province, it should be a nearby province from which you can commute to work. | |
| Unclear Workplace Information | Please clearly specify your workplace name. For example, if you are a private company employee, the workplace you need to specify is the name of the company that employs you. If you own a private business or a restaurant, the workplace you need to specify is the name of the restaurant or the food stall location. If you are a freelancer or work from home, you can specify your home address as your workplace. |
|
| Term and Condition Issues | ||
| Invalid basic detail | Under the age of 20 years old | As per company policy, individuals under the age of 20 are not eligible to open an account with Z.com EX. |
How to resubmit KYC Information
1. Log in to your account through the website or application.
2. Read the KYC rejection reason carefully, then click "Resubmit request".
3. The system will display a page for you to review and confirm your information. Click on the information you need to edit.
4. Example of editing information:
- Suppose you want to change your occupation information from "Company Employee" to "Self-employed".
- Steps:
- Click on the "Additional Information" topic.
- Click on the "pencil" icon on the right-hand side.
- Change "Occupation" from "Company Employee" to "Self-employed".
- Click the "Update" button.
5. Review and confirm risk profile information:
After updating the information, the system will display a "Check and Confirm your Information" page. Read and confirm your risk profile and all information by checking the boxes. Finally, click the "Confirm and Accept" button.
6. After submitting, the system will display a message stating that "Your account is under review". It usually takes no more than 24 hours, but in some cases it may take longer, depending on whether your account needs additional verification.
Once your account has been reviewed, the results will be sent to your registered email address.
Should you have any inquiries, please contact customer service.