Identity document verification troubleshooting

I received the "Unable to upload your ID" error message

  • This indicates that there was an issue connecting to our ID-verification service. Please wait 15 minutes and try again. If you continue to experience issues connecting to our ID verification service, please check our status page with the latest updates on any bugs or technical issues that could be causing the issue.

I already uploaded my ID and I'm being asked to upload it again

  • In some cases, we require an additional verification in order to enable or continue trading services. This additional verification must be started from the website.

  • You'll be prompted to select an ID type, and then an upload method. To complete this step you may either use a webcam or you can choose to receive a text message to upload the images via mobile device by selecting the \Mobile Camera option.

The country listed on my Coinbase account is wrong

  • To change the country on your Coinbase account, go to the country change page and follow the prompts to verify your ID. Select the appropriate document type for your country and follow the prompts to complete the upload.

  • Learn more about updating your country with this help article

My ID is from one country, but I live in a different country

  • If your ID document is issued by a country other than the country you are a resident of, it may not be possible to complete ID verification at this time. We're always working on improving our verification service and hope to support your specific situation as soon as possible. 

I tried uploading my ID and it says I have to wait 24 hours to try again

  • If your account has been locked out from completing the ID verification for 24 hours, unfortunately we do not have a way to bypass this restriction. Please wait 24 hours and try the upload again. If you keep encountering issues with the verification, try using a different browser or device.

  • Please note that you need to upload an identity verification document that matches the information you entered during the Coinbase sign-up process. 

I've provided my photo ID, but I'm still unable to buy or sell

  1. Make sure your personal info is completed on this page.

  2. Check out this buys and sells disabled help article for more information.

I received the "Couldn’t verify your info" error message

  • For US customers: Please make sure that your personal information is entered exactly as it appears on your government issued ID. It’s important your personal information matches on your ID and Coinbase account. Learn more

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