Account on hold - ID verification

[ale_b]

Hello!

I am experiencing an issue with my account. I tried uploading my ID for verification (US Permanent Resident card) and it could not be authenticated. My account is now on hold. 

Can someone help me understand what went wrong?

[vladag]

Hi Alessia,

Please refer to the instructions our team shared within the last hour on your support ticket and follow the outlined steps in order to verify your identity and resume using your account. Please follow up on the open ticket if you have any questions.

[ale_b]

Hi Vladimir,

Thank you so much for your help!