Verification problems and what to do

Most verification failures fall into a handful of cases. Find yours below.

“Retry” — another attempt is needed

The reviewer couldn’t work with what you sent. The screen shows the reason where one was given, and the button changes to Continue verification. Tap it and resubmit. (The same button label also shows while a submission is still in review — that one just means “come back later”.)

Common causes: a blurred or cropped document, glare on the photo, an expired document, or a liveness capture taken in poor light. Use good lighting, hold the document flat and fully in frame, and don’t cover any corner with a finger.

“Declined” — the check was not passed

A declined result is final for that attempt and the screen tells you to contact support. You can’t simply resubmit your way past it. Open More → Support and explain your case.

Submitting documents that belong to someone else, or edited or generated images, is exactly what gets a check declined. Don’t try again with the same material.

“You must be over 18 to get verified”

There’s a hard 18-year minimum on the date of birth in the basic information step. There’s no exception and no appeal — you’ll need to wait until you’re old enough.

“This phone number is already used by another account”

Each phone number can be attached to exactly one account. You’ll see this if the number was already used — usually because you had an earlier account, or because your SIM was previously issued to someone else who signed up.

This one can’t be fixed in the app. Contact support through More → Support and explain which account should keep the number.

The phone dialog didn’t appear

If nothing happens when you tap Share my phone number, the message “Sharing was cancelled or isn’t supported by this Telegram client” is shown. Try from the Telegram mobile app on iOS or Android — some desktop clients don’t implement the contact-sharing dialog.

“Couldn’t load the verification module”

The document step loads an external module. If it fails, check your connection and try again in a few minutes. If it keeps failing, try the Telegram mobile app rather than desktop.

Approved, but still restricted

Identity approval lifts some restrictions automatically, but not all of them — see why outgoing transactions are restricted. If a deposit is on hold, the source-of-funds review is the step that lifts it. Otherwise contact support.