# gateway.identity_verification.cardholder_kyc_failure

> For the complete machine-readable documentation index, see [llms.txt](https://apidocs.chargebee.com/llms.txt).


**gateway**

The cardholder did not pass the Know Your Customer (KYC) verification process. This happens when identity documentation is invalid, expired, mismatched with account details, or of poor quality.

## Recommended Customer Message

You could not be identified from your ID documentation during KYC checks. Please contact your issuing bank for assistance in resolving this issue.

## Root Cause[](#root-cause)

-   **Failed identity verification:** The cardholder's ID documentation did not pass the Know Your Customer (KYC) verification process.
-   **Invalid or expired documents:** The submitted ID was invalid, expired, or did not meet regulatory requirements.
-   **Mismatch in identity details:** The information on the ID did not match the cardholder's account or transaction details.
-   **Poor document quality:** The ID documents were blurry, incomplete, or otherwise unreadable during verification.

## Troubleshooting and Solutions[](#troubleshooting-and-solutions)

-   Advise the customer to contact their issuing bank to resolve the KYC verification failure.
-   Recommend the customer provide valid, unexpired, and clear identity documents for future verification.
-   Suggest using an alternative payment method if the customer is unable to resolve the KYC issue immediately.
-   Inform the customer that completing KYC verification is mandatory for certain transactions under regulatory guidelines.
-   Retry the transaction only after the issuing bank or customer confirms successful completion of the KYC process.