Phone Verification Fails, Where Is the Authentication Getting Blocked?

Are you blocked at phone verification? Start by staying calm.

First check which step failed, phone, certificate, or ID photo.

Retail investor:

"Wasn't it supposed to be done after verification?"

It should be, but a small setting often breaks the flow.

Identify where the error occurs first

Capture the error message on screen.

An error code speeds up support requests.

Distinguish between network errors and app permission issues.

Identity verification is the process confirming customer identity during account opening.

If phone verification fails, try this

SMS not received

Phone model or OS issue

Possible carrier-wide outage

Most cases resolve by rebooting the phone, toggling airplane mode, or checking message settings.

If ID photo recognition fails, what to change

Take photos at right angles with no shadows.

Do not use zoom or filters on the photo.

Check whether both sides of driver license or ID card are required.

For certificate or quick-auth problems, do this

Check that the app is the latest version.

For digital certificates, verify expiry date and password.

For quick-auth, check the carrier authentication app permissions.

What to prepare when contacting support

Prepare one screenshot of the error, an ID photo, subscriber name, and phone number.

Contact during business hours for faster response.

Be cautious with personal data and confirm guidance before sending sensitive information.

So, what to do first

→ 1. Capture the error screen and confirm which step failed.

→ 2. Check phone reboot, app update, camera, and permission settings.

→ 3. If still unresolved, contact support with the capture and ID information.

This is for reference only.

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※ Figures are as of the time of writing and may change.
※ This article is for information only and is not investment advice.