Quick answer: Verification is commonly delayed when a document is unclear, incomplete, expired or does not match the information on your RockGlobal profile. Check the message in the secure client portal before submitting the document again.
Common reasons a document is not accepted
- The photograph is blurred, dark, reflective or too low in resolution.
- An edge, corner, photograph, expiry date or document number is cropped or covered.
- The document has expired or is not one of the accepted document types.
- The name, date of birth or residential address differs from the application.
- Only one side was uploaded when information appears on both sides.
- A screenshot, edited image or photocopy was supplied where an original photograph or scan was required.
- The proof-of-address document is outside the permitted date range or does not show its issuer and issue date.
How to resubmit successfully
- Open the verification request in the secure RockGlobal client portal.
- Read the rejection message and confirm exactly which item must be replaced.
- Use the original, current document requested for your country and application type.
- Photograph it in colour on a plain surface with good, even lighting.
- Check that all text and security features are readable before uploading.
- Submit each requested side or page and wait for the status to update.
Why verification can take longer
Some applications require additional manual, identity, address, entity, source-of-funds or compliance checks. Repeated uploads, mismatched information or a request for additional documents can extend the review time.
If you believe the document is correct
Contact RockGlobal Support from your registered email address and include your full name, application reference if available, the status message and the time of your latest submission. Do not send identity documents through social media, and never share your password or one-time security codes.
Support can help clarify the process but cannot guarantee approval or bypass required verification checks.