KYC could not be completed

The account verification (KYC) process on Paribu consists of ID card scanning, NFC scanning, face authentication, and address verification steps. If you have an issue with any of these steps, the process may not be completed. Most errors are related to environmental conditions or device settings and can be resolved with a few simple checks.

Why could my account verification not be completed?

A failure during account verification usually results from insufficient lighting, missing camera/microphone permission, a worn ID card, or an NFC scanning issue. The error message indicates which step the failure occurred at. Below you can find specific troubleshooting guides for each step.

ID card could not be scanned

The message "Identity information could not be verified" is displayed when the front or back of your ID card cannot be read by the camera. The most common reasons:

• Insufficient lighting: Move to a well-lit area; natural daylight gives the best result
• Reflection or glare: Stay away from bright light sources; there should be no reflection on the card
• Worn or damaged card: If the text on the card surface is too faded to read, scanning may fail
• Blurry image: Hold the card flat and perpendicular to the camera; make sure your hand is not shaking
• Stains or fingerprints: Clean both sides of the card with a soft cloth

You can tap Try again on the screen to restart scanning. By changing the card position and angle in a few attempts, you can get different results.

Note: Check your internet connection. Verification after ID scanning requires communication with the server; a connection drop can also cause errors

If you received an invalid ID document warning

The Invalid ID document heading means the document you scanned is not accepted for account verification. Verification through the app can only be completed with a chip-enabled new-type Turkish ID card; driver's licenses, passports, old-type Turkish ID cards without a chip, foreign ID cards, and blue cards cannot be scanned.

If you received this warning, try again with your chip-enabled new-type Turkish ID card. If you are not a Turkish citizen, your verification is completed through a physical courier process; you can start a live support chat using the Contact Paribu Support option on the screen.

NFC scanning could not be completed

When the ID chip cannot be read via NFC, the message "ID information could not be verified via NFC" is displayed. NFC scanning is a sensitive process and depends on physical conditions.

For detailed solution steps, you can view the NFC scan could not be completed article.

Face authentication could not be completed

When you fail at the motion tests or voice questions stage, the face authentication process cannot be completed.

For detailed solution steps and tips, you can view the Face authentication could not be completed article.

If camera or microphone permission could not be granted

Camera and microphone permission are required for all steps of the account verification process. The process cannot be started without permission.

For steps to grant permission from device settings, you can view the Camera permission error article.

If you have an issue at the address verification stage

The address verification stage requires uploading an e-Devlet residence document. If you cannot find or upload the document, you can review the solution steps in the e-Devlet document issues article.

Note: If you want to skip the address document upload step, you can use the Verify later button. However, some operations may be limited until address verification is complete

My application was rejected

If your application was concluded negatively despite completing the account verification process, the rejection reason or reasons are shown on the screen. If there are multiple reasons, they are listed as bullet points; this lets you see which step had the issue.

If the application is rejected due to the age limit, the message "Account could not be created due to age limit" is displayed. By legal regulations, you need to be at least 18 years old to create an account.

In other rejection cases, you can contact Paribu Support to get detailed information: 0850 303 60 00. Some rejection reasons may not be detailed for security reasons; the support team can review your situation and provide guidance.

General tips

Before starting the account verification process, check the following:

• Turn on your device's sound — You will receive voice guidance
• Be in a well-lit environment — Good light is required for ID and face recognition
• Grant camera and microphone permission — Both accesses are mandatory
• Provide a stable internet connection — Wi-Fi is recommended
• Update the Paribu app — Make sure you are using the latest version
• Do not move the app to the background — If you exit the app during verification, the operation is automatically cancelled and you need to start over

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Frequently asked questions

How many times can I attempt account verification?

Your number of attempts is limited. After unsuccessful attempts, the button shows a Try again (N attempts left) label where you can track your remaining attempts. If you run out of attempts, the process moves to manual review; in that case you can continue by starting a live support chat through Paribu Support. By improving environmental conditions (lighting, card cleanliness, quiet environment), you can increase your chance of success in subsequent attempts.

Is account verification only done from the app?

For Turkish citizens, yes; the camera scan, NFC scan, and face authentication steps can only be done from the Paribu mobile app, and only a chip-enabled new-type Turkish ID card can be scanned. KYC cannot be completed via the web. If you hold a foreign ID card or a blue card, your verification is completed through a physical courier process and you start the process through Paribu Support.

I do not have a chip-enabled Turkish ID card, what should I do?

Account verification can only be completed with a chip-enabled new-type Turkish ID card. Old-type Turkish ID cards without a chip are not accepted for account verification. To complete verification, you need to obtain a chip-enabled new-type Turkish ID card. A driver's license or passport cannot be used for account verification either.

Can I verify my account with my passport or driver's license?

No. Verification through the app is available only to Turkish citizens and only with a chip-enabled new-type Turkish ID card. Driver's licenses, passports, old-type Turkish ID cards without a chip, student IDs, and institutional cards cannot be used. When an unaccepted document is scanned, the Invalid ID document heading is shown on the screen. If you hold a foreign ID card or a blue card, your verification is completed through a physical courier process; you can start the process through Paribu Support.

I hold a foreign ID card, what should I do?

If you are not a Turkish citizen, verification cannot be completed with the ID scan steps in the app; your verification is completed through a physical courier process. To start the process, start a live support chat through Paribu Support. For details, see the "If you hold a foreign ID card or a blue card" section in the How do I verify my Paribu account? article.

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Related articles

• How do I verify my Paribu account? — KYC process and account verification steps
• My account is verified but I cannot transact — Cannot transact on a verified account
• NFC scan could not be completed — NFC scan issues
• Face authentication could not be completed — Face authentication issues
• Camera permission error — Camera permission issues
• e-Devlet document issues — e-Devlet document issues