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

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

06/24/2026

3 min

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

Document issues that cause verification failure

Verification on Maclear is processed in real time through Sumsub. The following document problems are the most common reasons for rejection:

  • The document is expired or will expire 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 — static images are not accepted

  • The document type is not supported — only passport, national ID card, or residence permit are valid

  • The name or details on the document do not match your selfie

    • Selfie issues that cause verification failure

  • Poor or uneven lighting

  • Face not fully visible or out of focus

  • Glasses, hat, headphones, or other items covering your face

  • Camera lens is dirty or smudged

    • What should I do if my verification keeps failing?

    If you completed verification on a laptop, switch to a smartphone — mobile cameras produce significantly better image quality. After correcting the issue identified during rejection, resubmit your documents. If the rejection persists, contact support@maclear.ch with a description of the issue and any relevant screenshots — some rejections are flagged by Sumsub's compliance checks and require manual review by the support team.

    Can I resubmit my documents immediately after a rejection?

    Yes. In most cases you can resubmit immediately — there is no mandatory waiting period. Correct the issue identified in the rejection message and proceed with a new submission.

    What documents are NOT accepted for Maclear KYC verification?

    The following are not accepted under any circumstances: photocopies, scans, or screenshots; expired documents or those expiring within one month; driving licences; documents with any information covered or blurred. For Proof of Address (POA), neobank statements such as Wise or Revolut are not accepted. Accepted POA types — government statements, utility bills, traditional bank statements, lease agreements — must be issued within the last 3 months.

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

    If the status remains blocked, describe the issue in detail, attach any relevant screenshots, send the message in the support bot, and click "Answer didn't help me". Your request will be forwarded to the support team, who will contact you by email.

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


    Learn more on maclear.ch

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