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Add missing information is not working with many users

payoneer recently is asking for an address verification. I sent them a bank statement that includes my full name and address and they rejected it two times without specifying the reason.
I thought that I am the only one with this problem, but I noticed that many users posted discussions here and they have the same problem, sadly no one answered their question.

Also in the verification page, he says that you can provide an government-issued ID that was issued in last 12 months, and in the options available there is no option to add an ID !!!
So please can anyone help us with this problem because this is really frustrating.

Those are links to other discussions with the same problem.