Brief Answer: Most real-name authentication failures are caused by blurry photos, inconsistent information, or expired documents. Simply resubmit according to the requirements to pass. If you fail more than 3 times, please contact customer service for manual verification.
Common Reasons for Failure and Corresponding Solutions
1. Document Photo Does Not Meet Requirements
- Failure Signals: "Blurry image," "Image glare," "Unable to recognize document information"
- Solution:
- Take photos in a well-lit environment, avoiding glare or shadows
- All four corners of the document must be fully visible within the frame
- Key fields such as document number, name, and validity period must be clear and readable
- Do not use filters, do not crop, and do not cover any part of the document
2. Name / Document Number Does Not Match
- Failure Signals: "Information does not match the document," "Name format error"
- Solution:
- Enter the name exactly as it appears on the document (including spaces, hyphens, and special characters)
- Make sure the document number is correct; do not confuse letter O with number 0, or letter I with number 1
- For multilingual names (such as Vietnamese, Japanese, etc.), enter the spelling as shown on the passport
3. Document Is Expired or Not Supported
- Failure Signals: "Document has expired," "This type of document is not currently supported"
- Solution:
- Replace with a document that is within the valid period
- For the types of documents currently supported by perpvia, please see
- Some countries/regions may not be within the service scope; please see
4. Facial Liveness Detection Failed
- Failure Signals: "Face recognition failed," "Please look directly at the camera"
- Solution:
- Remove masks, sunglasses, and hats
- Complete the process in an evenly lit environment
- Follow prompts to blink, turn your head, open your mouth, etc.
- Avoid heavy makeup or strong backlighting during recognition
5. One Document Linked to Multiple Accounts
- Failure Signals: "This document is already linked to another account"
- Solution: The same document can only be registered to one perpvia account. For special cases, please submit a support ticket explaining the situation.
Resubmission Process
- Go to [Personal Center] → [Identity Verification]
- Click [Re-verify]
- Correct the information or retake photos according to the above instructions
- After submission, please wait for review (usually completed within a few minutes)
What to Do If It Still Fails
If you fail 3 times in a row and none of the above situations apply:
- Take a screenshot of the current failure message
- Submit a support ticket through the Help Center
- Provide clear photos of the front and back of your document (do not upload to public channels)
Customer service will conduct manual verification and usually respond within 24 hours.
⚠️ Never upload your document information to any "KYC agency" channels. These are clear scams and may lead to your account being frozen and your document information being leaked.