Troubleshooting: Verification Issues

At Aurea, verification processes are made simple and secure thanks to the integration of trusted partners like Wirex and Transak — who rely on industry-leading providers such as Sumsub to carry out identity checks and documentation reviews.

If you run into any issues along the way, don’t worry. Here’s how to solve the most common problems quickly and independently.

🧾 Issue 1: Rejected Verification Documents

Why it happens:
Document verification may be rejected by Sumsub, our partners’ verification provider, for reasons like:

• Black & white ID photos

• Blurry or unclear images

• Expired or unsupported document types

• Using the wrong document category

• Information mismatch or missing data

• Security features not visible

• Uploading copies instead of original documents

• Noticeable appearance changes

• Use of filters or edits

How to fix it:
Upload a new document that’s valid, clear, and matches the requirements listed by our partners.

🤳 Issue 2: Selfie/Video Verification Problems

Common causes:

• Instructions not followed correctly

• Use of filters

• Face appearance very different from your ID

Tips for a successful selfie:

• 📸 Bright, even lighting

• 📏 Hold your phone at eye level

• 😀 Keep a neutral expression

• 🎨 Use a plain background

• 🚫 Avoid hats, glasses, or accessories

• 🚫 Don’t use filters or edits

Solution:
Just retake your selfie following these tips — the system will guide you through it.

⏳ Issue 3: Delayed Verification Times

Most identity verifications take just a few minutes. However, during peak times or due to specific checks by Sumsub, it may take longer.

What to do:
Check your status anytime in the Aurea app:
Profile → Verification section

🌍 Issue 4: Regional Availability

Aurea is available in over 100 countries thanks to our partners, but some regional limitations may still apply.

Check availability:
Visit www.aureahub.com for the most up-to-date coverage information.

🆘 Need More Help?

We’re always here to support you.
Reach out to us at help.aureahub@gmail.com — we’ll be happy to assist you step by step.