This article provides solutions to common issues that may come up during the verification process.
Basics
Ensure your personal information matches exactly between your ID and Coinbase account, including your legal name, residence, date of birth, etc.
Even small discrepancies can cause a verification failure, so double check that all information is typed correctly on both your ID and profile.
Photos of your ID should be well-lit without glare, and with the entire document being visible. Carefully retake photos of your ID if it wasn't accepted.
Try an alternative upload method like the mobile app or using a different web browser.
Wait the required time if receiving upload errors, support can’t bypass this restriction.
Common scenarios
Issue | Try this |
|---|---|
"Unable to upload your ID" error message | • Use your phone camera via the Coinbase mobile app if having issues on desktop/laptop. Only use the mobile app for non-US customers as scanned files can't be accepted. • Wait 15 minutes and try uploading again if receiving an error connecting to the verification service. Check the Coinbase status page for known issues. • Don't email copies of your ID for security and compliance reasons. All uploads must be done on the verification portal. • Contact support if the issue persists to see how they can assist. Be prepared to provide details of the error received. |
"Couldn’t verify your info" error message, or personal information on your ID is outdated | • If you've recently changed any information (like your last name), be sure to update both your ID and Coinbase account to match the new details. For more help on this, see How can I update my legal name? • Update the country on your account by following the process to change your address. |
Asked to upload your ID again | Coinbase may require additional verification to enable trading services. • Start a new verification from a browser or the mobile app and complete it to satisfy any additional identity checks required for trading privileges. |
Still unable to buy or sell | • Make sure your personal information is completed. • Review additional reasons why buys and sells may be disabled on your account. |
Verification link is missing, expired, or invalid | • The email may be blocked. Add contact@coinbase.com to your contacts and clear your browser data. • Use an alternate browser such as Google Chrome after clearing your browser cookies and cache, then sign in to your Coinbase account. • Enable HTML in your email settings through your provider's instructions. • If you see the link but can't click it, copy and paste it into a new browser tab. |
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