If your account application wasn't accepted on the first try, the process is not over. We provide specific feedback for every rejection so you know exactly what needs to be adjusted.
To help you get your account approved on the next attempt, the following guide explains the most frequent rejection notices and the exact steps required to resolve them.
Locating the Rejection Reason
The specific reason for an account status can be located in two places:
The App Home Screen: Look for the Resubmit button on the home screen; tapping this button will reveal the reason your submission was rejected.
The Registered Email: Check the inbox associated with the account for a detailed notification.
How to Resubmit Your Application
Once the specific issue has been identified, follow these steps to resubmit for account approval:
Open the App: Navigate to the Home screen.
Select Resubmit: Tap the Resubmit button to open the account form.
Update Information: Follow the on-screen prompts to correct the specific details or retake the necessary photos.
Submit for Review: Once the updated information is sent, the submission will be reviewed, and a notification will be sent once the account is approved.
While Your Resubmission is Under Review
Updating your information and resubmitting your application triggers a manual review; however, you can still top up your wallet immediately so your funds are ready for investment the moment you receive final approval.
💡 Tip: Top Up to Accelerate Review. Users who have topped up their wallet are prioritized in our review queue. Completing a top up may help speed up your application. |
Common Rejection Reasons & How to Fix Them
Most rejections are due to simple image quality or data entry issues. Find your specific reason below to see how to resolve it.
Identity & Liveness Verification
Identity verification issues occur when the system cannot confirm that the person applying matches the provided ID.
Liveness Didn’t Match ID: The selfie or video does not match the photo on the ID.
Fix: Retake liveness photos in bright, natural light. Ensure the person on the ID is the same person completing the liveness check.
Low Resolution Liveness: Images are too blurry or dark for the system to process.
Fix: Clean the camera lens and move to a well-lit area. If the front camera is damaged, contact Support for assistance.
Liveness Didn’t Match Challenge: Your captures did not follow the on-screen challenges (e.g. look left, look down, smile).
Fix: Follow the on-screen prompts exactly and avoid moving too quickly during the scan.
📝 Note: Why Liveness is Required for Financial Accounts
Liveness checks are a mandatory part of KYC (Know Your Customer) regulations. By matching a "live" scan against the Physical ID photo, the system ensures that:
The person holding the phone is the same person pictured on the ID.
The person is physically present and not a digital spoof or a high-resolution printout.
Tips for a Successful Liveness Check
Lighting: Ensure you are in a well-lit environment.
Visibility: Keep your face fully visible and centered in the frame.
Clarity: Double-check that images are clear; blurred or poorly framed captures may lead to rejection.
Avoid Accessories: Remove sunglasses, masks, or heavy hats that obscure facial features.
Neutral Background: Stand against a plain wall to help the camera focus on facial contours.
Steady Movement: When prompted to move, do so smoothly. Quick or jerky movements can cause a Liveness Mismatch error.
Document Quality and Resolution
Document quality issues are the most common technical reasons an application is not approved. Most formatting errors are resolved by retaking the photo of the physical document.
Low Resolution Document Capture: The information on the ID is out of focus or obscured, making the text blurry and unreadable.
Fix: Ensure all text is sharp and readable before tapping submit. Avoid using a camera flash if the light creates a glare on the document's surface.
Cropped Document Image: The corners or edges of the ID are cut off or missing from the photo frame.
Fix: Place the document on a flat, dark surface and ensure the entire frame of the ID is visible within the camera view.
Physically Damaged or Unreadable Document: The identity document is in a condition that prevents the system from verifying security features or reading text, regardless of the photo quality. The physical document may be torn, faded, significantly stained, or has chipped edges that obscure vital information.
Fix: Use a clean, undamaged, and valid document for the verification process.
If the primary ID is too damaged to be read, try using an alternative official document (such as a valid passport or an updated National ID) if the app permits. Ensure the photo is taken in bright, even lighting to make all text as clear as possible.
Submission of Document Copies: The submission is a scan, screenshot, or photocopy instead of a live-captured photo of the original physical ID.
Fix: Take a live photo of the original, physical document in-app. Digital copies and print-outs are not accepted.
Document Validity and Type
Document validity issues relate to the legal status of the ID or the applicant's eligibility under regional regulations.
Incorrect Document Type: The uploaded document does not match the requested type (e.g., submitting a Passport when a National ID was required).
Fix: Check the specific document requested by the app and upload the matching document type.
Expired or Outdated Documents (Invalid Issuance Date): The ID has passed its expiry date or has passed the allowed timeframe (e.g. the proof of address was issued more than 6 months ago.)
Fix: Upload a current, valid document. Ensure the issuance or expiry date is clearly visible in the photo.
Unofficial or Unrecognized Documents: The submitted document was not issued by an authorized government body or a regulated entity.
Fix: Submit a valid, official document issued by a recognized authority, such as a National ID, Passport, or Residency Card.
Missing Address: The proof of address does not include an address or required details.
Fix: Upload a document that clearly shows your address. Make sure all required details are visible
Accepted Proof of Address: For address verification, provide an official bank statement or utility bill (electricity, water, or gas) clearly showing the issuing authority's logo and the applicant's full legal name.
Account Eligibility and Restrictions
Eligibility restrictions occur when an applicant does not meet the legal or regulatory requirements to hold a brokerage account at this time.
Age Requirement Not Met: The applicant is below the legal age required to open a brokerage account in their specific region.
Regional Minimums: The minimum age is 15 in Egypt and 18 in all other markets.
Fix: The applicant can try again once the minimum age requirement is met. In the meantime, they can use the Thndr Simulator to practice investing with virtual money and explore how the app works.
Duplicate Account Detected: An account already exists in the system with the same National ID.
Fix: Use the Account Recovery flow to access the original account. If access to the original email is lost, contact Customer Support to update account details.
Information and Compliance
Information mismatch and compliance flags relate to data accuracy or mandatory regulatory checks.
Data Entry and Document Mismatch: Personal details entered manually in the app do not exactly match the information on the uploaded document.
Fix: Double-check all text entries for typos. Ensure the information matches the physical document exactly.
Fraud Detection: The document has been identified as fraudulent or altered.
Fix: Users must contact customer support directly. Resubmission is disabled until a compliance officer reviews the case.
Regulatory Restrictions (PEP/Broker): The account is flagged due to "Politically Exposed Person" status or employment at another brokerage.
Fix: Users must contact customer support directly to provide more information regarding your employment.
What Happens After You Resubmit?
Once you’ve updated your information, our team will review your application. You’ll receive a push notification and an email the moment your account is verified. In the meantime, you can explore the app and top up your wallet to expedite your account review.
Still having trouble? If you’ve followed these steps and are still experiencing issues, our Support Team is here to help. Contact us via the in-app chat and we’ll help you get your account back on track.
We’re excited to have you on board. By ensuring your information is accurate and secure, we can provide a safer and more transparent investment environment for everyone.