Why a Document Request May Be Rejected
Updated on 31 March 2026
< 1 min read
A rejected document request usually means the information supplied was not sufficient, valid, or aligned to the request type.
Common reasons #
- Incorrect or incomplete subject details
- Wrong request type selected
- Missing information needed to process the request
- Consent-related requirements not being met where applicable
- The information supplied not matching the intended verification route
What to do next: Read the rejection reason carefully, correct the issue, and submit again only when the information is ready.
Need help? Email support@kto.co.za or support@j-cred.co.za, call +27 10 224 0589 during 9AM to 5PM CAT, or log a clear support request with your Search ID and internal reference where applicable.