KYC on Mochatrade is normally one-time, but we may occasionally ask you to update your verification or re-submit a document — for example when a document needs refreshing or as part of our regular regulatory checks.
Prerequisites & Limits
In-app only: The pending step always appears in the app under Profile, then Verification, and we notify you when action is needed.
Never by message or call: We never ask for KYC documents by SMS, WhatsApp or phone call. Treat any such request as a scam.
Documents in the app only: Support does not accept KYC documents over chat or email — uploads happen only inside the app.
Possible limits: Until re-KYC is complete, some actions on your account may be limited.
Reasons: Where we can, we share why re-verification is needed; some checks are regulatory and the details may not be disclosable.
Step-by-Step Navigation
Open the app and go to Profile then Verification.
Complete the step shown — for example re-uploading a document or retaking your selfie.
Wait for our confirmation. We will notify you when it is done or if anything more is needed — no need to resubmit meanwhile.
Common Failures & Troubleshooting
Cannot complete a step: Update the app, close and reopen it, and try again; on the web, clear your cache or try another browser. Still stuck? Contact support with the step name.
Document request by SMS, WhatsApp or call: Do not click anything — it is not from us. Report it to support so we can warn other users.
Want to know the reason: Ask support. We share the reason where it is a plain document update; some compliance decisions cannot be detailed further.
Account limited during re-KYC: Complete the steps under Profile, then Verification, to restore full access — support cannot lift a verification hold manually.