The KYC process relies on AI to compare your ID and selfie. Be sure to capture your ID in bright light free of glare. Some IDs have a holographic layer over the photo, interfering with verification. In addition, it has come to our attention that specific country IDs may not list the required information. For example, Malaysian driver's licenses do not list birthdates and will fail verification. In these cases, you must use a passport for verification.
The selfie step may require a few tries. Take selfies under good lighting conditions; you will be asked to look left, right, and straight into your camera. Failures can sometimes occur when the ID photo differs significantly from the selfie. In addition, facial hair or glasses can sometimes keep the AI from successfully resolving the comparison. Most selfies succeed without a hitch; if you have trouble, remain persistent and keep trying under different background/lighting conditions.