We are sorry that you have received this message when trying to submit your KYC documents and we hope these steps will assist you in coming to a resolution.
- Please could you try to upload your documents again, ideally from a stable Wi-Fi connection, to eliminate any potential mobile network signal issues.
- Additionally, please ensure to disconnect from any VPN you may be connected to and try a different internet browser option such as:
- Internet Explorer
- Microsoft Edge
- Google Chrome
- Mozilla Firefox
- Safari
- Opera
- If none of these steps work, please could you reach out to the Support Team and provide the following information along with your email address for your ETN Wallet:
-
- What device are you using? (phone make and model/operating system)
- The time and date when you received the error, and your current time zone.
- Are you only experiencing this issue when uploading a document?
- Please attach the document you are attempting to upload.
Once you have done so, the support team will be able to report this issue to the relevant team.
Require further help?
Join the Electroneum Discord server.
Alternatively, send a request to the Support Team and one of the team will respond within 5 days.
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