Please, contact our Support with firstname.lastname@example.org or use Intercom chat in the right bottom corner of any page.
The majority of cases are processed by Veriff automatically within a few minutes. Cases that require Back Office validation should receive a response within 24 hours. Some cases may involve a video call from a member of the Veriff’s Back Office team.
If you haven’t received a response in 48 hours after a confirmed submission, please reach out to email@example.com
Behind the scenes, identity verification is a complex process and we want to make sure that Agrello identities can be trusted, for the benefit of all users of the platform. In edge cases, a submission can be unsuccessful if the photos of the documents or yourself is blurry, if the lighting prevents accurate identification of important features of the documents, if on your selfies you look considerably different to the photos on your documents, or if there are additional questions to your application based on other identity-related checks performed. The system will normally indicate the reason for rejection. If it is related to the photos, please try to consider the points mentioned and submit your application again.