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What is the Process?
KYC is an abbreviation for "Know Your Customer".
KYC was first devised and implemented by banks and financial institutions in the 1990s. They did this to combat financial fraud, as well as to choke the amount of money that was being sent and used to fund criminal enterprises and terrorism.
Fast-forward to the twenty-first century, KYC has now found many other additional uses. For example, it is commonly now used by employers to check you have the right to work in a country, by estate agents and insurance agencies to check your funds/property come from a legitimate source, and many more.
It is also used by many blockchain projects as well as cryptocurrency exchanges, again to prove who their customers are and prevent crypto being used to fund crime and terror.
Everyone is welcome to play the many Experiences within The Sandbox and create content using The Sandbox's software.
However, in order to claim any rewards or earnings, you will be required to pass KYC. The Sandbox has implemented KYC into its platform, by the majority request of its SandFam members, for the following reasons:
- To prevent fraudulent activity during contests, events, and sales.
- To prevent the use of multiple accounts during contests, events, and sales.
- To prevent The Sandbox being used to perform illegal activities, such as money laundering.
- To prove that users are a genuine, living person.
Starting with the launch of Alpha Season 3 in 2022, only users with a verified account will be able to claim rewards and access official LAND Sales in The Sandbox.
The KYC process (Know Your Customer) ensures that a real, physical person is behind the account. It proves that a person is who they claim to be. Required by current regulations, identification prevents a person from carrying out activities in the name of another person, using false documents to commit fraud (e.g. money laundering, identity theft, etc.).
The process consists first in a liveness proof, where it is verified that you are alive, and you are a real person applying for the account verification. Then you will upload a document ID to verify your identity.
The process is quick and easy, however, this academy will, of course, guide you through the process. We also have some support contact options in this resource for you, should you need any further help.
KYC will not lead to you being denied access to or being banned from The Sandbox if you reside in a country that may have international sanctions imposed against them (ie, Iran, Russia). It is there to prevent the community's SAND tokens from ending up in the wallets of fraudsters and cheats.
KYC is a very simple process. You will need to prove your identity by showing a government-issued identification document. This might be a passport, driving licence, or national identity card, for example.
You may also need to take a live selfie to prove that the person in the identification's photograph is you. For this reason, birth certificates are unlikely to be an acceptable medium of proving your identity, since it doesn't have a (current) photograph of you on it.
The following countries are currently supported by the Synaps KYC system.
- Åland Islands
- American Samoa
- Antigua and Barbuda
- Ascension and Tristan da Cunha
- Bolivia (Plurinational State of)
- Bosnia and Herzegovina
- Brunei Darussalam
- Burkina Faso
- Cabo Verde
- Cayman Islands
- Central African Republic
- Christmas Island
- Cocos (Keeling) Islands
- Congo (Democratic Republic of the)
- Cook Islands
- Costa Rica
- Côte d'Ivoire
- Czech Republic
- Dominican Republic
- Macedonia (the former Yugoslav Republic of)
- Marshall Islands
- Micronesia (Federated States of)
- Moldova (Republic of)
- New Caledonia
- New Zealand
- Norfolk Island
- Saint Barthélemy
- Saint Helena
- Saint Kitts and Nevis
- Saint Lucia
- Saint Martin (French part)
- Saint Pierre and Miquelon
- Saint Vincent and the Grenadines
- San Marino
- Sao Tome and Principe
- Saudi Arabia
- Sierra Leone
- Solomon Islands
- South Africa
- South Georgia and the South Sandwich Islands
- South Sudan
- Sri Lanka
- Syrian Arab Republic
- Trinidad and Tobago
- Turks and Caicos Islands
No. The document ID image and the information contained in the document is not stored on The Sandbox platform.
Synaps sends us a confirmation on whether the KYC process is approved. We record:
- The status of the KYC process, which will be one of the following:
- Not started
- The time and date of the result of the above status.
- Your Synaps Session ID (which is a long, randomly-generated number unique to your account, so that The Sandbox and Synaps can help you in support tickets if needed).
We do not store any personal data from your identity documents at The Sandbox.
Your data is encrypted in AES-256bits with a unique encryption key per file. The encryption keys are stored on hardware security modules provided by Google. All data is stored on Google Cloud in European data centres.
Synaps' KYC complies with strict standards in line with the stringent regulations of the European Union and beyond. The data is kept for a minimum of 5 years according to the KYC/AML directive.
During the KYC process, Synaps needs access to the camera so you can go through the different steps of the workflow (deliverability and submission of the ID document). This also includes access to the camera light that is activated to make holograms on identity documents more visible.
The monitoring and recording of these security features is done to prevent fraud and is particularly necessary due to the regulatory requirements for conducting a KYC.
Prior to the KYC process, each user is informed that the application requires access to the camera and that the user must give explicit permission for this.
Synaps only collects camera data during the identification process, as well as some general, non-personal data about the device for diagnostic purposes in case of an incident. At no time does Synaps have access to the data or images stored in the smartphone, tablet or computer.
Certain security features (e.g. holograms) and the information on the identity document must be checked to prevent fraud. This is necessary due to regulatory requirements according to the KYC/AML directive.
It is mandatory that the information and fields required in the identity document are clearly visible. We therefore always advise against blacking out information, covering it up or using adhesive tape, as otherwise, the verification may not be successful, and/or your document could be flagged as a forgery.
Can I request The Sandbox to delete all the personal information Synaps gathered during the account verification process?
Yes, you can request all personal information deletion.
And title it “Request KYC personal information deletion” in the email subject.
If your account was verified, it will still remain verified even after the information deletion.
Sales & Web3
However, in the local jurisdictions of some countries, some regulations state a minor under the age of 18 may be able to use some online services as long as:
- 1.Their account is registered and managed entirely by a legal parent or guardian until the minor turns 18.
- 2.They have constant supervision by a legal parent or guardian during their sessions using the online service.
The Sandbox cannot offer legal advice directly to its users, as the accuracy of this advice differs by not only nation but also by local jurisdiction within those nations. If you need any legal advice about minors using online services, please seek it from a professional in your local jurisdiction.
Nevertheless, The Sandbox cannot knowingly allow accounts where the player is under the age of 18 years old to pass KYC. No matter what your local jurisdiction says about minors using online services, The Sandbox is still required to be fully compliant with GDPR, which states no data can knowingly be collected from those under 18.
While we understand that this may be annoying or an inconvenience to some people, bear in mind that these regulations, such as GDPR, exist to protect minors from exploitation and abuse online.
- To ensure everyone has a fair chance of earning rewards and joining our upcoming raffles, we need you to verify your account.
- This will help us prevent bots, cheaters, and bad actors from, trying to take advantage by using exploitative and other unsporting tactics in attempt to gain rewards that they are not eligible for.
- It ensures that rewards eared in events are going to those who earned them legitimately.
- You will not be able to earn rewards at The Sandbox unless your account is verified.
Passport, National ID, Driver license or Resident Permit issued by the government can be submitted in your KYC process.
However, your document must:
- Have the 4 corners are clearly visible
- Be in a good quality with all information clearly readable
- Be valid: the document expiration is not exceeded
- Not be handwritten (if your identity document is handwritten, it will be rejected)
- Be in color (not in black and white)
No, handwritten documents cannot be accepted.
- These lack security features, which makes them too likely to be forgeries or stolen.
- As per regulations enforced by the International Civil Aviation Organization (ICAO), it is unlawful to use a handwritten document as a form of international identification.
- While it may be lawful to use such document in your own country, it cannot be used as a form of ID internationally, such as for travelling across international borders or for confirming your identity outside of your birth country for any purpose including KYC.
- As per ICAO regulations, all international ID documents must be "machine-readable". Handwritten documents do not fall into that category.
- In roughly 80% of cases, verification can take around just 12 minutes.
- In some complex cases, it can take between 48 and 72 working hours (2 to 3 working days) for verification to complete.
- This occurs mainly when the automated process believes it has detected an issue with the ID, if the ID is in poor condition, cannot read the ID properly, and so on.
- Both of these are estimations. The times can vary and change depending on the volume of documents that are currently being processed, and so on.
- To check your verification progress and/or result, go to your account settings on The Sandbox website, then click the Account Validation link on the left panel.
- You will also receive an email notification if you have a correct email linked to your account at The Sandbox.
Yes, after you start your account verification you can open a ticket by pressing the dialogue icon at the top right (to the left of the language flag).
You will be asked a series of questions to filter and focus your request. Do not hesitate to give us as much information as possible so the support team can help you as much as possible. The support while you are in the account verification process is provided by Synaps, if you want to reach out to The Sandbox support team please send an email to [email protected].
In some cases, your identification documents may be rejected by Synaps. This page offers some of the reasons why your ID may have been rejected. Click the expandable boxes below to learn more about each rejection reason and how to potentially resolve it.
The Sandbox understands that individuals with certain visual or motor complications may have difficulty with taking photographs of their document or video liveness of their face. In this case please consider asking a family member or friend to assist you.
- If your document gets rejected we will request you to resubmit the document.
- You can try resubmitting your document again or try a different type document. Synaps recommends using your national passport.
- To resubmit your document go to
Account > Settings > Account Verification.
If you believe the reason for your KYC being rejected is in error, you are welcome to reach out to support. Please choose one of the options below.
- Synaps Chat: Click the speech bubble icon in the top-right of the pop-up window that you see when starting the KYC process.
The document needs to be clearly readable. There should be no obstructions to the information or security markers on the document.
- Reflections from light glare or bright lights will prevent the document from being read correctly.
- Avoid using flash on photography equipment such as smartphones.
- Avoid placing the document directly under a light source, such as a lamp or on a window sill.
- The environment is too dark, meaning the document, or parts of it, cannot be read correctly.
- Use a naturally-lit room or a room with "normal" lighting levels.
- This also applies to the liveness challenge.
- The image must be taken in its natural full colour state.
- It must not be a black & white image. We're no longer in the Victorian Era.
- This error may also be caused by being in a room that is too dark.
- It must not have any visual effects or "filters".
- Your ID or liveness challenge does not need cat's ears or sparkly butterflies on it.
- Be sure to read the on-screen instructions carefully before taking a photograph of your document.
- Depending on the document type, you'll be asked to provide an image of the top and bottom, or the front and back.
- Some documents may have multiple pages, such as passports. Make sure you're on the correct requested page.
- Similarly, make sure you are taking a liveness challenge of the correct body part. The liveness challenge needs to see your face, not your bottom (yes, for some reason, we need to make this clear...).
- Your liveness challenge could fail if you do not look much like your ID's photograph.
- For example, major differences in facial hair, the use/lack of glasses, you have headwear, you've had complete facial reconstruction surgery, you're using a filter to make yourself look like a puppy, or you've accidentally morphed into a werewolf because you hadn't realised it is a full moon.
- In seriousness, it is unlawful in some countries to use an ID document if the photograph on it is no longer an accurate representation of yourself.
- A damaged document makes it difficult to read the information, see your portrait, and identify the security markers on the document.
- The document may be too crumpled.
- The document may be too worn over time.
- Edges of the document may be frayed.
- The lamination may be peeling off.
- There might be a cut or tear in the document.
- There might be a stain or smear on the document.
- In many countries it is unlawful to use a damaged document as a form of identity, doing so may lead to fines from local authorities.
- The document you are submitting needs to be a photographic-type ID.
- This means birth certificates cannot be accepted as proof of identity, for example.
- A birth certificate provides proof of birth/nationality, not of identity.
- The document needs to be one of the following:
- Official passport, issued by the government.
- Official national ID, issued by the government.
- Official driving licence, issued by the government.
- Official residence card, issued by the government.
The document is a copy, unoriginal, or is handwritten. ("The document you are trying to verify is not accepted")
- Photocopies, print-outs, and so on, of identity documents are not a valid form of identification.
- Handwritten documents are also not valid forms of identity.
- The International Civil Aviation Organization (ICAO) has enforced a global ban on handwritten documents being used as international forms of identity.
- While some handwritten IDs may be able to be used locally within your own country, they cannot be accepted internationally as proof of identification, as per ICAO's regulations.
- Using either of the above as international identification could be seen as an act of fraud.
- Many nations also have laws stating that minors under a certain age require constant parental or guardian supervision when online, which is something The Sandbox cannot regulate.
- Under the General Data Protection Regulation (GDPR), it is also unlawful for a company to knowingly collect and store the data of a minor.
- Using a forged or fake document as identification is a criminal offence, namely fraud, which is punishable by custodial sentences in many countries.
- We, for what should be plainly obvious reasons, will not be accepting forged ID documents.
- This rejection reason may also be triggered due to documents being too damaged to see the security features within it correctly.
These may include but are not limited to:
- Attempts to deliberately cover parts of the document. For example, placing a photograph on top of someone else's.
- There are inconsistencies in the information provided.
- There is a reasonable belief that someone else other than the person the document belongs to is attempting to use it.
- The document has been reported as stolen and has therefore been flagged and deactivated.
- There is other intelligence that generates a reasonable belief that the document is being used fraudulently or not by the person who owns it.
- The use of multiple accounts are forbidden at The Sandbox under most circumstances.
- Each person may only have one KYC-verified account at The Sandbox.
- This is for the purposes of fraud prevention (ie, to prevent people from claiming more rewards than they are eligible for, which is a crime of theft).
- The Sandbox's community overwhelmingly requested that The Sandbox does its best to prevent multiple accounts.
- Some forms of specific documents cannot be accepted.
- For example, maybe they are far too easy to forge due to the lack of security features within them.
- You can try a different type of document.
- It is also possible that documents certain nations cannot yet be accepted.
- This may be due to Synaps' system not yet being able to read the national documents.
- It may also be because the nation's identity documents lack any form of security features within them, meaning they are too easy to forge.
- It may also be due to international sanctions against your nation, which is not something The Sandbox nor Synaps have any control over.
The Sandbox welcomes individuals from all nations and cultures and will endeavour to expand the number of official documents we can accept.
- The information in the document is not consistent.
- This may also be an early indication that the document is a forgery.
- If you a retrying a different document because the first one was rejected, the information in the second may not match the information in the first.
- This may also be an early indication of a stolen document.