💭Frequently Asked Verification Questions

Your most asked KYC questions - Answered!

Getting Started

Why do I need to verify my account?

  • To ensure everyone has a fair chance of earning rewards and joining our upcoming raffles, we need you to verify your account.

  • This will help us prevent bots, cheaters, and bad actors from, trying to take advantage by using exploitative and other unsporting tactics in attempt to gain rewards that they are not eligible for.

  • It ensures that rewards eared in events are going to those who earned them legitimately.

  • You will not be able to earn rewards at The Sandbox unless your account is verified.

How can I Verify my Account?

To begin the verification process, go to your account settings on The Sandbox website, then click the Account Validation link on the left panel.

What do I need in order to verify my account?

  • Computer or laptop.

  • Smartphone or tablet with a camera.

  • Stable internet connection.

  • A well-lit room.

  • A valid, legitimate, government-issued photo identification document.

What devices are supported for KYC verification?

  • iOS

  • Android

  • Most web browsers on Windows & Mac computers

Synaps recommends using the Chrome browser for best results when launching the KYC process.

Documents

Is my country supported?

  • Synaps supports a wide range of countries. Support in different countries might vary without notice due changes in current regulations and laws.

  • See the Supported Countries page.

What kind of identity documents can I use?

Passport, National ID, Driver license or Resident Permit issued by the government can be submitted in your KYC process.

However, your document must:

  • Have the 4 corners are clearly visible

  • Be in a good quality with all information clearly readable

  • Be valid: the document expiration is not exceeded

  • Not be handwritten (if your identity document is handwritten, it will be rejected)

  • Be in color (not in black and white)

My ID document has expired. Can I still use it?

  • No, the document needs to be valid and in date.

  • In many countries, using an expired document as a form of identity is illegal.

Can I use a hand-written document?

No, handwritten documents cannot be accepted.

  • These lack security features, which makes them too likely to be forgeries or stolen.

  • As per regulations enforced by the International Civil Aviation Organization (ICAO), it is unlawful to use a handwritten document as a form of international identification.

    • While it may be lawful to use such document in your own country, it cannot be used as a form of ID internationally, such as for travelling across international borders or for confirming your identity outside of your birth country for any purpose including KYC.

    • As per ICAO regulations, all international ID documents must be "machine-readable". Handwritten documents do not fall into that category.

Verification

How long does it take for my account to be verified?

  • In roughly 80% of cases, verification can take around just 12 minutes.

  • In some complex cases, it can take between 48 and 72 working hours (2 to 3 working days) for verification to complete.

    • This occurs mainly when the automated process believes it has detected an issue with the ID, if the ID is in poor condition, cannot read the ID properly, and so on.

  • Both of these are estimations. The times can vary and change depending on the volume of documents that are currently being processed, and so on.

How do I know if my verification was approved or rejected?

  • To check your verification progress and/or result, go to your account settings on The Sandbox website, then click the Account Validation link on the left panel.

  • You will also receive an email notification if you have a correct email linked to your account at The Sandbox.

Can I get assistance while I’m doing the account verification?

Yes, after you start your account verification you can open a ticket by pressing the dialogue icon at the top right (to the left of the language flag).

You will be asked a series of questions to filter and focus your request. Do not hesitate to give us as much information as possible so the support team can help you as much as possible. The support while you are in the account verification process is provided by Synaps, if you want to reach out to The Sandbox support team please send an email to [email protected].

Rejection

My verification was rejected. Why?

See the Rejection Reasons page for more help with this.

I can’t get through my liveness step, what should I do?
What can I do if I have my document rejected?

  • If your document gets rejected we will request you to resubmit the document.

  • You can try resubmitting your document again or try a different type document. Synaps recommends using your national passport.

  • To resubmit your document go to Account > Settings > Account Verification.

How can I resubmit an ID?

  • To resubmit your document go to Account > Settings > Account Verification and click Upload ID Document.

Other

My webcam isn’t working, how can I do the proof of liveness?

  • You can do the proof of liveness from any mobile device or tablet with a camera. Start the account verification process and follow the steps to select mobile device verification.

What should I do if I have an unstable connection to pass my account verification?

  • If you have an unstable connection, try connecting to another network and avoid using a VPN.

Is there any other way to pass KYC without an ID document?

No.

I am a business, studio, or partner account. Can I pass KYC?

  • No. Businesses do not get issued passports, driving licences, etc by government agencies.

  • KYC stands for "Know Your Customer", not "Know That Business".

  • Only one verified account per person is permitted at The Sandbox. There is no real reason why a business account would need to pass KYC.

    • KYC is used to prove your eligibility to claim rewards and participate in high-value sales such as LAND sales. These can be achieved perfectly fine from your personal account.

  • The Sandbox is aware that businesses sometimes attempt to enquire about passing KYC on a second account during events or LAND sales in order to gain an unfair advantage. The community (aka your potential customers) are also aware of this (all actions on the blockchain are recorded for public knowledge and transparency) and so it would put your business in a negative standing with them.

  • It is okay to have a business account at The Sandbox, such as for your game development studio. But there is absolutely no reason why such an account would need to pass KYC, if it is being used for business rather than personal purposes.

I want to change the wallet on my account at The Sandbox, do I need to redo KYC?

Sometimes people want to change the wallet that is connected to their account at The Sandbox for various reasons, such as changing providers, getting compromised, or purchasing a hardware wallet.

You do not need to redo KYC or request a KYC removal from your account if you wish to change the cryptocurrency wallet that is connected to it.

You can change your wallet via the account settings at The Sandbox while logged into the account.

Synaps is showing my ID as verified. However, at The Sandbox, it is still shown as pending.

  • Sometimes it may take some time for the sync between Synaps' and The Sandbox's database to occur, especially during high-traffic periods (ie, event & sale launches), which is why it is important to do your KYC as soon as possible, best of all before major launches.

  • Sometimes The Sandbox may want to perform an additional check on your account.

  • Sometimes there may be a blockage in the syncing process, for any number of technical reasons.

Contact support if for two working days (weekends & major public holidays excluded):

  • Synaps has been showing you as verified, but

  • The Sandbox has been showing you as pending

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