When setting up your Sendana account or verifying your identity, you may encounter issues that prevent successful completion. Below are common reasons for these problems and actionable steps to resolve them.
Common Reasons for Identity Verification Failures
Unclear ID Images: Verification often fails if the uploaded ID image is blurry, contains glare, or is not fully visible. Ensure the ID is in focus, free of shadows, and ALL details are legible.
Improper ID Capture: When capturing your ID, fill the frame with the ID/ID page, avoid excessive background. Taking the photo live within the verification flow is recommended over uploading a scanned image.
Additional Requirements: Some verifications require completing a source-of-funds questionnaire. Failure to complete this step can result in rejection.
Steps to Successfully Verify Your Identity
Capture a Clear ID Image: Use a well-lit environment to avoid glare or shadows. - Ensure the ID is fully visible and fills the frame. Avoid using scanned images; take a live photo within the verification process.
Complete All Required Steps: If prompted, fill out the source-of-funds questionnaire provided by the verification system.
Try an Alternative ID: If one form of ID is not accepted, use another government-issued ID and ensure the photo meets the clarity requirements. Driver's Licenses and Passports have the highest success rates. National & Voter's IDs have the lowest success rates.
Troubleshooting Account Setup Rejections
Existing Account Conflicts: If your account setup is rejected, it may be because an active Sendana account already exists with your information. Sendana does not allow multiple virtual US bank accounts for the same user. We've seen cases where a user logs in using one account, successfully completes verification under that account and then accidentally logs in with another email address the next time and encounters issues as a result.
Additional Tips
Double-check all details before submitting your ID.
Use proper lighting and a good camera to capture your ID image.
Ensure your internet connection is stable during the verification process.
By following these steps, you can address common identity verification and account setup issues on Sendana effectively. If problems persist, consider reaching out to Sendana support for further assistance.