Common Verification Issues and Fixes

This article outlines common issues users face during the PayChangu verification (KYC) process and how to resolve them.

1. Verification Page Keeps Loading

Issue:
The verification page does not submit and keeps loading after filling in details.

Fix:

• Start a new session using a different browser or device

• Clear your browser cache and cookies

• Ensure you have a stable internet connection

2. “Your compliance is due” Message

Issue:
You are unable to receive payments and the account shows Test Mode.

Fix:

• Ensure you have completed verification

• Click Start Verification in your dashboard

• Wait for approval before switching to Live Mode

3. “Compliance Under Review” Message

Issue:
Your dashboard shows “Your compliance is currently being reviewed.”

Fix:

• This means your documents have been submitted successfully

• No action is required from your side

• Wait for approval from the PayChangu team

4. Document Upload Rejected

Issue:
Submitted documents are not accepted or verification fails.

Fix:

• Ensure documents are clear and readable

• Upload valid and up-to-date documents

• Make sure names match across all documents

• Avoid cropped or partially visible files

• Ensure you upload an image file (JPG, JPEG, PNG). PDFs or other formats are not accepted.

5. Damaged or Expired ID

Issue:
Your ID is rejected because it is damaged, unclear, expired, or not an accepted document type.

Fix:

• Ensure the ID you upload is valid and not expired

• Make sure the document is clear and fully visible

• If your ID is damaged or expired, upload an alternative valid document such as a passport

• Please note that we only accept National IDs or Passports for verification. Driver’s licenses or any other documents are not accepted

6. Verification Submitted but No Update

Issue:
You have submitted documents but have not received feedback.

Fix:

• Allow some time for review (24 hours)

• Check your email for updates

• Contact support via hie@paychangu.com if the delay is longer than expected