Maya account upgrade application is declined

 What should be the reason why your Maya account upgrade application  might be put on hold?

Basic are the troubleshooting steps from Maya:

Please re-submit your account upgrade application and ensure:
  • The details on your ID match the details in your upgrade application form
  • The photo of your ID is clear and the information is readable
  • All corners of your ID are visible
Other possible reasons for the issue:
  • There’s another Maya account under your name
  • The ID you submitted is not a valid government ID or is a copy instead of the original
  • The ID you submitted is expired
  • Your video selfie is not clear or well-lit
  • There’s no signature on the ID or documents you submitted
  • The information you submitted is incomplete
  • Your details don’t match the details on the ID or documents you submitted
If you don’t receive any feedback on your account upgrade request within 24 hours, please contact our support team:
  1. Go to your Profile on the app
  2. Tap Get help
  3. Scroll to the bottom then tap Chat with us
  4. Tap Maya support and Start a new chat
  5. Choose a topic
  6. Tap No when asked if the article was helpful
  7. Tap Raise a ticket or Chat with an agent

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