Verification Troubleshooting

Stuck on a verification step? This article covers the most common problems and how to solve them.

Phone verification issues

The SMS code never arrives

Double-check the number, including the country code (e.g. +1, +44).
Wait a minute or two — delivery can be slow on some carriers.
Use the Resend Code button after the cooldown.
Make sure you're not using a VOIP number (Google Voice, TextNow, etc.) — these aren't accepted.

"This phone number is already linked to another account"

Each phone number can verify only one Cointiply account. Use a different mobile number, or contact support if you believe this is an error.

"Your phone number is from a different country than your account"

Update your account region first — the message includes a direct link — then retry.

Too many wrong codes

Request a fresh code and try again. If you're rate-limited, the page shows a countdown; wait it out.

Selfie and ID issues

My selfie keeps failing

Handwrite the note exactly as instructed (it changes per attempt — re-read it each time).
Both your face and the writing must be clearly readable. Try better lighting and the phone camera (scan the QR code on the page).
Remove sunglasses, hats, or anything covering your face.

"Take a short break" cooldown

After a round of failed attempts there's a 60-minute cooldown. The page shows a timer and we email you when you can retry.

My ID photo won't pass

All four corners visible, no glare, sharp text, original document (not a photocopy or screen photo).

"This government ID is already linked to another account"

Each person may verify only one account. If you think this is a mistake, contact support.

Persona (secure window) issues

The window closed before I finished

Click Reopen Verification on the page to pick up where you left off.

It's been "reviewing" for a while

Most results arrive within minutes, and the page refreshes automatically. If it's been stuck much longer, refresh the page; if it persists, contact support.

Used up all attempts?

If you run out of retries on any step, the page will direct you to contact support. A team member will review your verification personally — include your username and a brief description of what happened.

My payment is on hold

Some payments are placed on a temporary automatic hold rather than needing verification. These are reviewed within the stated period without any action from you. If the hold period has clearly passed, reach out to support.

Still stuck?

See How to contact Cointiply support — the support team can manually review verification issues that can't be solved on the page.