The following could be the reason:
1) In basic verification, there may be a mistake in entering your ID number, name or ID type selection. Your name must match the ID you are submitting.
2) If there are some correction on the back of your ID, please submit the front and back as one image.
3) Your ID card image and selfie must clearly show the details and your face photo.
Please note that if you do not submit your ID through your account, we may not be able to answer your inquiry.