# KYC troubleshooting

|                                    | **Do**                                                                                                                                                                                                                                                                                                                                                                                                                      | **Don’t**                                                                                                                                                                                                                                                                                                                                                          |
| ---------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Selecting an Identity Document** | <p><mark style="color:green;">Use a passport, government-issued photo ID, or national identity card</mark><br><br><mark style="color:green;">Use a valid ID document</mark><br><br><mark style="color:green;">Use a document with a Machine-Readable Zone (MRZ). This is two lines of characters that are usually at the bottom of an ID document</mark></p>                                                                | <p><mark style="color:red;">Use a school ID, medical ID, temporary (paper) ID, residence permit, public services card, or military ID</mark><br><br><mark style="color:red;">Use an expired ID document</mark><br><br><mark style="color:red;">Use a document without an MRZ code</mark></p>                                                                       |
| **Entering Personal Information**  | <p><mark style="color:green;">Make sure you provide the exact name as in your ID document</mark><br><br><mark style="color:green;">If your ID document includes additional first names or a middle name next to your first name, include all names</mark></p>                                                                                                                                                               | <p><mark style="color:red;">Provide a slightly different name than in your ID document</mark><br><br><mark style="color:red;">Not include all names next to your first name in your ID document</mark></p>                                                                                                                                                         |
| **Taking Photos of Your ID**       | <p><mark style="color:green;">Use the latest Google Chrome browser</mark><br><br><mark style="color:green;">Take photos in a well-lit area</mark><br><br><mark style="color:green;">Use a plain background</mark></p>                                                                                                                                                                                                       | <p><mark style="color:red;">Use an outdated browser</mark><br><br><mark style="color:red;">Take photos that are too dark or have glare</mark><br><br><mark style="color:red;">Use a cluttered or uneven background</mark></p>                                                                                                                                      |
| **Taking Photos of Your Self**     | <p><mark style="color:green;">Face the camera directly with your shoulders and top of head visible</mark><br><br><mark style="color:green;">Take photos in indirect light</mark><br><br><mark style="color:green;">Wear glasses only if you have them in your ID photo</mark></p>                                                                                                                                           | <p><mark style="color:red;">Face the camera directly with your shoulders and top of head visible</mark><br><br><mark style="color:red;">Take photos in a setting that is too dark or bright</mark><br><br><mark style="color:red;">Wear sunglasses, hats, or glasses if you aren’t wearing them in your ID photo</mark></p>                                        |
| **Submitting Proof of Address**    | <p><mark style="color:green;">Make sure your address is visible on the submitted document</mark> </p><p></p><p><mark style="color:green;">Use a real utility bill or bank statement</mark> </p><p></p><p><mark style="color:green;">Provide information in the document matches your ID</mark> </p><p></p><p><mark style="color:green;">Use a document that is no older than 3 months before the submission date</mark></p> | <p><mark style="color:red;">Submit a document without a visible address</mark> </p><p></p><p><mark style="color:red;">Use an invalid document</mark> </p><p></p><p><mark style="color:red;">Provide information that does not match your ID</mark> </p><p></p><p><mark style="color:red;">Use a document older than 3 months before the submission date</mark></p> |
| **Waiting for Approval**           | <p><mark style="color:green;">Allow for 7 days for Entity to process your KYC application</mark><br><br><mark style="color:green;">If you submitted incorrect information, wait for the system to reject you and try again</mark></p>                                                                                                                                                                                       | <p><mark style="color:red;">E-mail the team or KYC provider before 7 days have elapsed</mark><br><br><mark style="color:red;">Attempt to change your information during the review process</mark></p>                                                                                                                                                              |
| **Re-Submitting Your Application** | <p><mark style="color:green;">Carefully read the feedback under reasons given</mark><br><br><mark style="color:green;">Re-read the instructions and this troubleshooting guide in their entirety</mark><br><br><mark style="color:green;">Use the same wallet and email address as your first attempt</mark></p>                                                                                                            | <p><mark style="color:red;">Submit another application with the same errors as your prior attempts</mark><br><br><mark style="color:red;">Ignore documentation and guidelines</mark><br><br><mark style="color:red;">Use a different wallet and email address</mark></p>                                                                                           |

{% hint style="success" %}
Since Entity is a fully-compliant platform, KYC is mandatory for the Launchpad.
{% endhint %}


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