Why was my Personal Wallet verification rejected?

Personal Wallet verification may be rejected when we are unable to complete the required onboarding and identity checks to our satisfaction. This can happen for eligibility, documentation, identity verification, or compliance-related reasons.

Meeting the basic country and document requirements does not guarantee approval. All applications are assessed individually in accordance with our Terms and Conditions and internal policies.

Why verification may be rejected

Eligibility and onboarding checks

• You do not meet the current eligibility requirements for opening a Personal Wallet;
• Your country or region is not currently supported for new Personal Wallet registrations;
• You are under 18 years old;
• The information provided is incomplete, inconsistent, or cannot be verified;
• The application does not meet our internal risk-based or compliance requirements.

Before registering, check the eligibility requirements for opening a Personal Genome Wallet.

Document-related reasons

• The document's issuing country or document type is not supported;
• The document is expired, damaged, or does not meet the validity requirements;
• The document does not contain a machine-readable zone (MRZ) or the required security features;
• A driving license or another unsupported document was submitted;
• The photograph is blurred, cropped, affected by glare or does not show all information clearly;
• A photograph of a screen, photocopy or previously captured image was submitted instead of a new photograph of the original document;
• Only one side of an identity card or residence permit was submitted;
• Your personal details, such as your name or date of birth, do not match the document.

Check the supported countries and accepted documents and review the Personal Wallet verification requirements.

Selfie and identity-verification reasons

• Your face was not clearly visible;
• The on-screen instructions were not followed;
• Another person was present during the selfie video;
• The recording quality was insufficient to confirm your identity.

Existing Wallet or duplicate registration

Your verification may be rejected if you already have a Genome Wallet or if another registration is associated with your details. Do not create another account. Instead, sign in to your existing Wallet.

What to do next

• If a retry option is available, correct the identified issue and submit the verification again using accurate information and an accepted original document;
• If no retry option is available or your registration has been closed, you cannot continue with that Personal Wallet application;
• If you believe a technical problem affected your submission, or you cannot access an existing Wallet, contact us from your registered email address at support@genome.eu.

Customer Support cannot guarantee that a rejected application will be reconsidered and may be unable to provide additional details about the decision.