Getting a "document rejected" message is frustrating, especially when you know the document is genuine. The good news is that most rejections have nothing to do with suspicion; they happen because a reviewer could not read or match something. This page is organised by rejection reason, so you can jump to yours, fix it, and resubmit once.
ExemSignup is an independent guide. We are not XM and we cannot see your account or overturn a decision. If the reason given to you is unclear, XM support is the only party who can explain it.
First: read the exact message
Before changing anything, open your Members Area and your email and find the precise wording of the rejection. Note three things:
- Which document was rejected - identity, residence, or both.
- The reason given, even if it is short.
- Whether anything else is requested, such as the reverse side of an ID card.
Many people resubmit the wrong document, or the same photo again, because they skimmed the message. Five minutes of reading saves days.
Reason 1: The image is unclear
This is the most common category. Typical symptoms in the feedback are words like "not legible", "blurred" or "poor quality".
- Glare: Laminated ID cards and glossy passports reflect light, often right across the name or photo. Turn off the flash, move away from overhead lamps, and tilt the document slightly until the reflection disappears.
- Blur: Rest your elbows on a table, tap the screen to focus on the text, and take the photo from directly above.
- Too dark or too bright: Indirect daylight is best. Avoid editing filters - any visible editing can make a document look altered.
- Screenshots of a screen: Photographing a monitor creates patterns and lowers detail. Use the original file or the physical document.
Reason 2: Corners or edges are cut off
Reviewers want to see the whole document to confirm it is real and unaltered. If a corner is missing, or you cropped tightly to the text, the upload can be rejected even if every word is readable. Place the document on a plain, contrasting background and leave a small margin on all four sides. For address documents, upload the full page including the issuer's logo and the date, not just the address box.
Reason 3: The ID is expired
An expired passport or ID card cannot be used, regardless of how recently it expired. The only fix is to use a different valid ID - for example, a national ID card instead of an expired passport - or to renew the document. A renewal receipt or temporary paper is not normally accepted in place of the ID itself; ask XM support if that is all you have.
Reason 4: Name does not match
Your profile name, your ID and your address document should all show the same name. Common causes of mismatch:
- A middle name on the ID that was left out of the profile, or the other way round.
- A nickname or shortened first name used at registration.
- A surname change after marriage that has updated on one document but not another.
- Different transliteration of a name from a non-Latin script.
The fix is to make the profile match your ID. Some profile fields can be edited in the Members Area; legal-name changes usually require contacting support. See how to update your XM account details.
Reason 5: Address does not match
The address on your proof of residence must be the address on your profile. Small formatting differences (abbreviations, the order of lines) are normally fine; a different street, a previous address, or a missing apartment number may not be. If you have moved, update your profile to your current address and use a recent document that shows it.
Reason 6: The address document is too old
Use a recent document, ideally issued within the last three months. If your utility bills are quarterly or annual, a recent bank statement or a government letter may be easier. Many banks let you download a dated statement from online banking in a few clicks.
Reason 7: The document type is not accepted
Some documents simply do not do the job. A bank card has no address. A delivery receipt is not an official document. A driving licence used as your ID usually cannot be reused as proof of address. A mobile phone bill may or may not be accepted depending on the entity. Check the accepted document list shown on the upload page, and choose the most official option you have in your own name.
Reason 8: The document is not in your name
Bills in a parent's or partner's name will be rejected. If everything at your address is in someone else's name, look for documents issued to you personally: a bank statement, a tax letter, a pension or benefits letter, or an insurance document. If you have none, ask XM support which alternatives they accept for your country.
Quick reference table
| Rejection reason | Most likely fix |
|---|---|
| Not legible / blurry | Retake in daylight, no flash, sharp focus |
| Glare on photo or name | Tilt document, move away from direct light |
| Edges cut off | Show all four corners with a small margin |
| Expired ID | Use a different valid ID or renew |
| Name mismatch | Correct profile or contact support for legal-name change |
| Address mismatch | Update profile to current address |
| Document too old | Use one ideally issued within three months |
| Not in your name | Use a bank, tax or government document issued to you |
How to resubmit correctly
- Fix the specific problem named in the feedback.
- Check the other document too, so you do not trade one rejection for another.
- Upload once, in the correct slot.
- Wait for the review; repeated uploads can create confusion. Reviews are often completed within one business day, sometimes longer - see XM verification time.
When to contact XM support
Contact support if the rejection reason is unclear, if you have been rejected twice for the same reason, or if your situation does not fit the standard document list. Use the official XM site to reach them, give your account number and registered email, and never share your password with anyone - including anyone claiming to be support in a private message.
For a clean start, our KYC requirements checklist lists everything a reviewer looks for.
Frequently asked questions
Why was my XM proof of address rejected?
Common reasons are that it is too old, not in your name, shows a different address from your profile, is cropped, or is a document type that is not accepted. The rejection message usually indicates which.
Can I resubmit after an XM verification rejection?
Yes. Fix the specific issue named in the feedback and upload a corrected document through the Members Area. Upload once and wait for the review rather than submitting repeatedly.
My ID is genuine. Why was it rejected?
Most rejections are about readability or matching, not authenticity. Glare, blur, cut-off corners or a name that differs from your profile are the usual causes.
Can I use a family member's utility bill?
No. Documents must be in your own name. Use a bank statement, tax letter or other official document issued to you, or ask XM support what alternatives they accept.
Can ExemSignup check my documents before I upload?
No. ExemSignup never collects ID or address documents. Upload them only inside the official XM Members Area.
How we checked this guide: XM changes its products, entities and forms over time, and conditions differ by country. We describe the process in general terms and say so when a detail could not be confirmed. Always treat the information on XM's own registration pages and client agreement as final. Read our fact-checking policy.