Possible Causes
- Account not eligible yet (KYC needs to be completed or your verification is still under review).
- Documents not submitted for verification.
- Account created as a business entity (PJ), not supported at the moment.
- The message "Unable to process your request" means that unfortunately, the decision is final at this time.
- Requests are periodically reassessed, and if you become eligible in the future, we will contact you.
What You Can Do
- Access your account and check if the KYC process (identity verification) is complete.
- If pending, please wait for processing (which may take a few days in specific cases of extra manual review by our partner).
- Submit the requested documents if the process is pending (official photo ID and proof of residence).
- Confirm that your account is registered as an Individual (CPF), as business accounts (PJ) are not accepted.
- Wait up to 2 business days after submitting documents.
Practical Summary
You can only request the card after verifying your identity (KYC) and with an individual account. Once these points are checked, the request will proceed normally.
Verification can only be performed at this stage. Our partner responsible for the evaluation does not accept manual submission of document images and face photos.