Proof of Face (POF) verification may fail if the live facial capture cannot be matched to the photo on your identity document. Review the rejection message and follow the capture instructions displayed before trying again.
How face verification works
The verification process compares a live capture of your face with your ID photo. You must complete the verification yourself using the identity document associated with your account.
Steps to check before trying again
Follow these checks before starting another capture:
- Make sure you are verifying your own account using your own identity document.
- Read any error or rejection message and address the issue identified.
- Keep your face clearly visible during the capture.
- Follow the on-screen prompts and use the capture method requested.
What if face verification continues to fail?
Contact Customer Support for a review rather than repeatedly submitting the same unsuccessful capture.
Provide additional identity evidence only through the official channel and according to the instructions confirmed for your case.
Need more help?
Email info@ultimamarkets.com from your registered email address.
To help Customer Support investigate, include:
- Your registered full name and User ID, if available.
- Whether you are using the Client Portal or Ultima Markets App.
- A description of where verification fails.
- The error or rejection message, or a screenshot showing it.
