As a publicly-listed company and fully regulated financial services company, NAGA adheres to the strict regulation in regards to Anti-Money-Laundering (AML) and Know-Your-Customer Policies (KYC). Thus, we need to make sure that all of our users are fully verified and that their documents comply with our policies.
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If your Proof of Identity or Proof of Residence documents were rejected, you will receive an 📧 email that will explain the reason they were rejected and that would suggest a solution, based on the reason of rejection.
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​Generally speaking, if your documents were rejected here are the steps you should follow❗️:
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1. Check My Documents area in your account and upload all of the additional documents requested there or repeatedly upload your Proof of Identity (POI), Proof of Residence (POR) or Proof of Payment (POP) documents.
2. Check your email if you received an email from our support team with the reason of your documents rejection. In the email you will also find what actions you should undertake to fix this issue.
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In case you want to find the reason why your documents were rejected and to check the possible solution for it, we will provide all of the possible rejection reasons and needed actions from you, down below.👇

The list will state: Reason of rejection > And your action that you need to undertake to fix it.
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1. The scan you sent us for your ID document appears to be cropped on the edges. Unfortunately we had to reject the document. > Please send us a new scan of your ID document which is not cut or cropped. Simply provide it in your document management area.
2. The scan of the ID document that you sent us, appears to be blurry. Unfortunately we had to reject the document. > Could you send us a new scan which is clear and has all information properly visible? Simply provide it in your document management area.
3. The scan you sent us for your ID document appears to be expired. Unfortunately we had to reject the document. > Could you send us a new scan which is still valid? Simply provide it in your document management area.
4. The scan you sent us for your ID document looks edited/modified. Unfortunately we had to reject the document > Could you send us an original scan please? Simply provide it in your document management area.
5. The scan you sent us for your ID document appears to be black and white. Unfortunately we had to reject the document > Could you send us new scan in color please? Simply provide it in your document management area.
6. The type of an identification document that you've sent us cannot be accepted by us. We accept only these types of documents: National ID or Passport > Could you please send us one of the accepted documents? Simply provide it in your document management area.
7. It seems that the personal details of your ID document aren't the same as the ones you registered with. > Could you send us a scan of a document that belongs to you and has your name on it? Simply provide it in your document management area.
8. On the scan you sent us for your ID document some of your information is hidden. Unfortunately we had to reject the document > Could you send us another scan where all ID document is visible? Simply provide it in your document management area.
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The list will state: Reason of rejection > And your action that you need to undertake to fix it.
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1. The scan you sent us for your Proof of Residence document appears to be cropped on the edges. Unfortunately we had to reject the document. > Please send us a new scan of your Proof of Residence document which has all four edges visible and is not cut or cropped. Simply provide it in your document management area.
2. The scan of the Proof of Residence document that you sent us appears to be blurry. Unfortunately we had to reject the document > Could you send us a new scan which is clear and is not blurred out? Simply provide it in your document management area.
3. The scan of Proof of Residence document that you sent us seems to have no issue date on it or is outdated. > Could you please send us a new Proof of Residence document scan that has an issuing date visible. Simply provide it in your document management area.
4. It seems that the personal details of your Proof of Residence document aren't the same as the ones you registered with. > Could you send us a scan of a document that belongs to you and has your name on it? Simply provide it in your document management area.
5. The Proof of Residence document that you sent us was issued by a private institution (eg. invoice of a purchase, private medial insurance). 📄 > Could you please send us a copy of an accepted Proof of Residence document as we can only accept a 🏦 bank statement or a🚰 utility bill. Simply provide it in your document management area.
6. It seems that the scan of your Proof of Residence you provided is older than 6 months. ⌛ > Please send us a scan of the Proof of Residence document that was issued within the last 6 months. Simply provide it in your document management area.
7. The scan you sent us for your Proof of Residence document appears to be cropped on the edges. Unfortunately we had to reject the document > Please send us a new scan of your Proof of Residence document which has all four edges visible and is not cut or cropped. Simply provide it in your document management area.
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​Read this article to 🧠 learn how long does it take to approve your account and documents.