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Failed facial verification appeal
Request a review if face or liveness verification was rejected in error.
If our automated facial or liveness verification failed, it may be due to lighting, camera quality, or a mismatch with your ID photo.
An appeal allows our security analysts to manually review your submission.
- Retake the verification in a bright environment with a neutral background.
- Ensure you are not wearing glasses, hats, or masks.
- Our team will compare the appeal video against your verified government ID.
Need a human review?
Send one email to our support team with a clear subject line. We will reply using our standard processes and may ask for further verification to protect your account.
support@rutowallet.comFor account safety, always start from this official help page or the RutoWallet app. Read our Terms and Privacy Policy for more detail.