KYC could not be completed
The identity verification process on Paribu consists of ID card scanning, chip reading, liveness verification, and address verification steps. When you have trouble at one of these steps, the verification is not completed. Most of the errors are related to environmental conditions or device settings and are resolved with a few checks.
Why could my identity verification not be completed?
The most common reasons the identity verification cannot be completed are insufficient lighting, camera or microphone permission not being granted, a worn ID card, a chip reading issue, and ambient noise. The title you see on the screen shows which step has the problem. In some cases your application is taken under review automatically and you do not need to do anything.
Look at the title on the screen first
Identity verification errors fall into three behaviors, and this determines what you need to do:
| What you see on the screen | What it means | What you should do |
|---|---|---|
| Warnings ending with "Please try again" | The same step can be retried | Fix the stated problem and try again |
| Your application will be reviewed or Your application will be evaluated | The verification did not produce a definitive result and the application went to manual review | You do not need to do anything; the result is reported to you |
| A Contact Paribu Support direction | An eligibility or account status barrier | Contact support |
Warning: In the situations in the second group you are not asked to try again. Restarting your application does not speed up the process
The ID card could not be read
The Document could not be read title shows that the information on the front or the back of your ID card could not be read. The screen tells you which side has the problem: "Information on the front of your ID card could not be read." or "Information on the back of your ID card could not be read."
The most common reasons:
- Insufficient lighting: Move to a bright environment; natural daylight gives the best result
- Reflection or glare: Stay away from a bright light source; there must be no reflection on the card
- The card is partially covered: If you got the Your ID card appears partially covered warning, make sure the fingers holding the card are not covering the information
- Blurry image: Hold the card flat and perpendicular to the camera
- Stains or fingerprints: Clean both sides of the card with a soft cloth
- Worn card: If the text on the card is too faded to read, the scan is not completed
Other warnings you may come across:
| What you see on the screen | What you should do |
|---|---|
| Your ID has expired | Verification can only be done with a valid ID card |
| Turkish ID number could not be read | Scan the side of your ID with the Turkish ID number |
| Information mismatch | The front and back information on the card do not match; make sure you scanned both sides of the same card |
| Document processing in progress / Document check in progress | Wait a moment and try again |
| MRZ could not be verified | You do not need to do anything; your application has been taken under review |
Note: Check your internet connection. Verification after the scan requires communication with the server; a connection drop also causes an error
If you got the invalid ID document warning
The Invalid ID document title shows that the document you scanned was not accepted. Verification from within the app can only be done with a new type Turkish ID card with a chip; a driving license, a passport, an old type ID booklet without a chip, a foreign ID card, and a blue card cannot be scanned. Verification also cannot be completed if your new type Turkish ID card is missing its chip or the signature field on the card is blank.
If you got this warning, try again with your new type Turkish ID card with a chip. The remaining number of attempts is shown on the button on the screen: Try again (N attempts left).
If you are not a Turkish citizen, your verification is completed through the physical courier process; you can start the live support chat with the Contact Paribu Support option on the screen.
The chip reading could not be completed
When the chip on the ID card cannot be read, you see the Identity could not be verified via NFC or Scan could not be completed warning. In this case you can continue by scanning your ID card with the camera.
For detailed solution steps you can view the NFC scan could not be completed article.
The liveness verification could not be completed
The verification may not have been completed at the stage of face movements or spoken questions. If the environment is noisy, you come across the It is too noisy warning; in that case you can move to a quiet environment with the Try again somewhere quiet button and try again.
For detailed solution steps you can view the Face authentication could not be completed article.
If camera, microphone, or speech recognition permission was not granted
The steps of the identity verification require camera, microphone, and speech recognition permission. The process cannot be started without permission being granted.
For the steps to grant permission from the device settings you can view the Camera permission error article.
If you are having trouble at the address verification stage
At the address verification stage, a residence certificate obtained from e-Government is uploaded. If you cannot find or upload the document, you can review the solution steps in the e-Devlet document issues article.
Note: You can skip the address document step with the Verify later button. However, some operations remain limited until the address verification is complete
My application was not approved
If your application was not approved even though you completed the process, you see the title Your application was not approved or Your account could not be verified on the screen. If there is more than one reason for the rejection, they are listed as bullet points.
There are also situations you cannot resolve as a user; for these the only path is to contact support:
| What you see on the screen | What it means |
|---|---|
| Age restriction — "Due to legal regulations, you must be over 18 to create an account." | The age requirement is not met |
| Turkish citizens only — "Identity verification is only available for Turkish citizens." | In-app verification cannot be used; the courier process is required |
| Account exists with this identity — "An account has already been created with this identity number." | There is an account registered with the same ID |
| Identity could not be verified — "Your identity information did not match official records." | The information does not match the official record |
| Identity number mismatch — "The TC Kimlik number entered does not match your account." | The ID number registered to your account is different |
| Corporate account — "Identity verification cannot be performed this way for corporate accounts." | A separate process is required for a corporate account |
| Application concluded — "This identity verification session has ended. You can start a new application." | The session is closed; you can open a new application |
For these situations you can contact Paribu Support: 0850 303 60 00. Some rejection reasons cannot be detailed for security reasons.
General tips
Do the following checks before starting the verification:
- Turn your phone's sound on — you will receive spoken guidance at the liveness step
- Be in a bright and quiet environment — light is needed for the ID scan and silence for the spoken questions
- Remove accessories such as glasses and a hat
- Grant the camera, microphone, and speech recognition permissions
- Ensure a stable internet connection — Wi-Fi is recommended
- Update the app — make sure you are using the latest version
- Free up space on your device — storage space is needed for the liveness recording
Warning: If you leave the app while the ID and liveness steps are in progress, your information is not saved and you need to start the verification from the beginning. At the address document and agreement steps, on the other hand, you can continue from where you left off
Frequently asked questions
How many times can I try identity verification?
Your number of attempts is limited. After unsuccessful attempts, the Try again (N attempts left) label appears on the button. If you run out of attempts, the process is taken under review; in that case you can continue through Paribu Support.
It says "Your application will be reviewed", what should I do?
You do not need to do anything. When the verification does not produce a definitive result, your application goes to manual review and the result is reported to you. In this case you are not asked to try again.
Is identity verification only done from the app?
For Turkish citizens, yes; the ID scan, chip reading, and liveness steps can only be done from the Paribu mobile app. Verification cannot be completed on the web. If you hold a foreign ID card or a blue card, your verification is completed through the physical courier process.
I do not have a new Turkish ID card with a chip, what should I do?
Verification can only be done with a new type Turkish ID card with a chip. An old type ID booklet without a chip is not accepted; in order to complete the verification you need to obtain a new type ID card with a chip.
Can I do identity verification with my passport or driving license?
No. A driving license, a passport, an old type ID booklet without a chip, a student card, or an institutional card cannot be used. When a document that is not accepted is scanned, the Invalid ID document title appears on the screen.
I hold a foreign ID card, what should I do?
If you are not a Turkish citizen, the verification cannot be completed with the in-app ID scanning steps; your verification is completed through the physical courier process. To start the process, start the live support chat through Paribu Support. The courier comes to the address you state, takes a photo of your ID document, and collects the paperwork after having you sign it; they call you beforehand to arrange an appointment.
Related articles
- How do I verify my Paribu account? — KYC process and identity verification steps
- My account is verified but I cannot transact — Transaction issues on a verified account
- NFC scan could not be completed — Chip reading issues
- Face authentication could not be completed — Liveness check and voice verification issues
- Camera permission error — Camera and microphone permission issues
- e-Devlet document issues — Address document issues
Author:
Paribu