Maclear / Account & Security / Verification & Documentation / Why did my Maclear verification fail and how to fix it?

Why did my Maclear verification fail and how to fix it?

03.06.2026

2 Min.

If your Maclear verification was rejected, the most common causes are document quality issues, photo problems, or an unsupported document type. Most cases can be resolved by retaking the photo on a smartphone in good lighting and resubmitting. If the issue persists, contact support@maclear.ch.

Document issues that cause verification failure:

  • The document is expired or expiring within one month
  • Not all corners are visible or the image is cut off
  • The photo is blurry, has glare, or is low resolution
  • The document is damaged, incomplete, or missing a signature
  • You submitted a photocopy, scan, or screenshot instead of a live photo
  • The document type is not accepted — only passport, national ID, or residence permit are valid
  • The information on your document does not match your selfie

Selfie issues that cause verification failure:

  • Poor lighting
  • Face not fully visible or out of focus
  • Glasses, hat, headphones, or other items obscuring your face
  • Camera lens is dirty

What should I do if my verification keeps failing?

If you used a laptop camera, switch to a smartphone — photo quality is significantly better. After correcting the issue, resubmit your documents. If the problem persists, contact support@maclear.ch with a description of the issue and any relevant screenshots.

Can I resubmit my documents immediately after a rejection?

Yes. In most cases you can resubmit immediately after a rejection. If you are unable to proceed after retrying, contact support@maclear.ch — some rejection types are determined by Sumsub's compliance checks and require manual review by the support team.

My verification has been pending for more than 10 minutes — what should I do?

Verification typically completes within 10 minutes. If your status remains pending or blocked after that time, describe the issue in detail and attach any relevant screenshots, then contact support@maclear.ch or click "Answer didn't help me" in the support chat.

Regulatory disclosure: Maclear AG, registered in Switzerland, member of PolyReg SRO, a self-regulatory organization supervised by FINMA.


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