Why did my identity check fail?

Occasionally, identity checks can be declined for different reasons, including:

1. Document problems - An identity document could be unreadable or have missing details.
2. Details don’t match - The details on a document don't match the details provided, or those from an external database.
3. Identity can’t be confirmed - The selfie doesn't match the document or there were anomalies detected.
4. Fraud or suspicious activity - Non-genuine or altered documents, or suspicious behaviour were detected.
5. Compliance or eligibility restrictions - An applicant may present a heightened regulatory risk due to location, demographic or other related reason.
6. Technical or third-party data issue - A required verification source was unavailable or did not return any information.

There are also cases where our issuing bank can decline an identity check even though Halocard has otherwise approved it.

If you believe there's been a genuine mistake during an automated identity check, let us know and we can request manual review (which takes 1 - 3 days) to ensure there were no false negatives during the verification process.

Please note, if a manual review has been completed and the issuing bank still declines, that decision is final and Halocard unfortunately does not have any authority to change the outcome.

Updated on: 21/07/2026