If you are unable to upload the authentication document, it means that you may not be able to pass the personal authentication application, which will result in the inability to use epay for transactions.

The following are some common reasons for failure to upload authentication:

●The document you provided is too blurry for the system to recognize

●The document type you provided is illegal and is not the type we accept

●The document you provided has expired

●If you are using an Android device, when using our Epay APP to upload authentication, please make sure that you have correctly given Epay APP access to the photo album and camera

If the above answers do not solve your problem, you can try the following:

● Stop using the Epay APP or mobile webpage to apply for certification, and use the Chrome or Edge browser on your computer to visit our official website and log in to perform certification-related operations.

● Please send the following information to our customer service email service@epay.com , and we will upload your personal first-level certification for you. To prevent errors, please fill in the form as required and we will assist you in uploading!

1.Registered e-mail/customer number -

2.Nationality as per the document -

3.First name -

4.Surname -Fill in your name again if you don't have it.

5.Gender -

6.Date of birth - YEAR-MM-DD

7.Document type - (only ID card, passport or driver's license are supported)

8.Document number -

9.ID validity period - YEAR-MM-DD (fill in 9999-12-31 if there is no validity period)

10.ID photo front + back - clear, showing full edges, non-reflective photo

● Please make sure that both front and back photos of your ID document are uploaded.

Passport:If it is a passport, just upload the personal information page of the passport for both front and back photos.

● The ID document should be legible.

Please make sure the ID document have full pages. On the submitted ID picture, personal information should be

clearly readable and four edges of the ID document should be fully visible

After uploading, it will be completed within 2 working days, but not necessarily successful. If it fails, we will inform you of the reason for failure via email,please be patient.

If you still have questions about the failure to upload the authentication document, please click We Are Here! at the bottom of our official website or App page to contact us.You can also send an email to service@epay.com