What is a document mismatch, and how does it affect verification?
A document mismatch occurs when the information in the uploaded documents does not match the details on the user's account, which prevents verification from being completed. This is one of the common reasons for verification failure and can involve discrepancies in any of the key data fields that the company platform uses to confirm the user's identity. This includes the name, date of birth, address, or other personal details that must be consistent between the submitted documentation and the registered account profile.
Mismatches can arise from a variety of situations, many of which are unintentional. For example, a user may have registered their account using an abbreviated version of their name — such as a first name only or a common nickname — while the identity document displays their full legal name, including middle names or patronymics. Transliteration differences can also cause mismatches when names are converted between different alphabets or character systems. Address mismatches may occur when a user has recently moved, and the proof of address document reflects a previous residence, or when the address format on the document differs from the format entered during registration. Even minor inconsistencies — such as a different spelling of a street name or a missing apartment number — can trigger a mismatch flag during the review process.
When a document mismatch is detected, the verification cannot be approved until the inconsistency is resolved. The user will be notified about the specific discrepancy with instructions on how to address it. Depending on the nature of the mismatch, the solution may involve updating the account registration details to accurately reflect the information on the official documents, submitting an alternative document where the details align correctly, or providing additional supporting documentation that explains the discrepancy — such as a marriage certificate if a name has changed. Users can prevent most mismatches by carefully reviewing their account registration information before uploading documents, ensuring that every detail — particularly the full legal name and current residential address — matches exactly what appears on the documents they plan to submit.