KYC/KYB FAQ
Short answers to the questions integrators ask most about verifying their users. Each answer links to the page with the full detail.
Why was the KYC rejected, and what should the user do?
The attempt's resultMessage gives the main reason in plain words, and rejectionLabels lists every reason as machine-readable labels. Show the message to the user, fix what the labels point to (for example a birthdate that doesn't match official records), and submit a new attempt if retryable is true. Some messages, such as please contact us for more information, mean the user should contact support.
See Rejection Labels and Result Messages.
What does retryable mean?
true means the user may start a new attempt after a rejection or expiry; false means they can't, for example once approved. A new attempt is a new request to the submit endpoint and doesn't change the result by itself, so fix the data first. For KYB it works the same way: on REJECTED with retryable: true, fix the data and resubmit.
See Get KYC Attempt by ID and Poll the KYB Attempt.
The docs say phone is optional. Why does the API say it's invalid?
It is optional, but when you send it, it must be a valid number. A number without a country code is read as Brazilian, so send other countries with + and the country code, or leave the field out.