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?

2026. 06. 03.

2분

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.


관련 문서

Company verification on Maclear (KYB): required documents and process

Company verification on Maclear (KYB) covers the legal entity and its representatives — a rep passport, commercial register extract, and proof of company address. After completing personal KYC, send documents to support@maclear.ch. KYB takes 1–2 business days, and all accounts are screened against international sanctions lists; PEPs cannot register.

What is Form A on Maclear: when to sign it and what it means

Form A is a one-time Swiss compliance document confirming you are the beneficial owner of the funds you invest on Maclear. It is sent by email after your first investment and signed electronically through Skribble, a Swiss e-signature provider. Until Form A is signed, you can make one investment but no further ones, and AutoInvest stays unavailable.

Which countries are supported for Maclear investor verification?

Maclear is available to residents of 44 European and EEA countries, including Germany, France, Italy, Spain, the United Kingdom, and Switzerland. Residents of countries not on this list cannot complete KYC or access the platform's investment features. Eligibility is determined by country of residence, confirmed during identity verification.

What documents are required for Maclear verification: ID, proof of address, and scan rules

Maclear verification requires two document sets: identity (passport, national ID, or residence permit — valid and not expiring within one month) and proof of address (utility bill, bank statement, tax bill, or active lease issued within the last 3 months, showing full name and residential address). Identity verification is completed first; proof of address unlocks deposits and investing.