I encountered a technical issue while submitting my KYC documents. What should I do?

Category: KYC

Problem Examples:

  1. The KYC submission page displays an error message.
  2. The page becomes unresponsive or freezes during the submission process.
  3. I am unable to proceed to the next step of the KYC submission.
  4. The submission form fails to load or appears distorted.
  5. I receive unexpected pop-up messages or prompts while filling out the submission form.

Answer:

If you’re experiencing difficulties with the KYC submission process, we recommend trying the following troubleshooting steps:

  1. Clear Cache: Clear the cache on your browser to remove any temporary files that may be causing the issue.
  2. Hard Restart: Perform a hard restart of both your existing dashboard and your browser.
  3. Relogin: Log out of your account and then log back in to see if the issue persists.
  4. Try Another Device: If possible, try accessing the submission process from another device to see if the issue is device-specific.

If the problem persists after trying these steps, please provide the following details for further assistance:

  • Your account information
  • A brief description of the issue you’re encountering
  • Any screenshots or recordings that may help us understand the problem better

Our team will investigate the issue promptly and provide you with the necessary support to complete your KYC submission.

⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.