A rejected document doesn't permanently stop your activation: it only means that item couldn't be validated and needs to be resubmitted with corrections. The Conekta Panel shows which document it was and the general reason; this guide covers the most frequent causes and how to resolve each one.
Frequent causes and how to fix them
- The image is illegible or incomplete
Capture it again in good lighting, with no glare or fingers covering it, and with all four corners visible. If it's a multi-page PDF, upload the entire file — partial captures are rejected.
- The document isn't current
Download a recent version: the tax status certificate (constancia de situación fiscal) can be obtained instantly on the SAT portal, and proof of address must be no more than 3 months old. IDs must be within their validity period.
- The information doesn't match what's on record
Compare the name or legal business name, RFC, and address on the document character by character against what you entered in the Conekta Panel. Fix whichever side is wrong: sometimes the solution is to correct what you entered, not the document.
- The document doesn't match what was requested
Check exactly what each field asks for: a bank statement doesn't replace the tax status certificate, and the ID must belong to the account holder or legal representative, not a third party.
How to resubmit
Go to the Conekta Panel, open the note on the rejected document, and upload the corrected version in the same section. The review resumes automatically; you don't need to start the process over or open a ticket.
If the rejection persists
When a document is rejected more than once and the reason isn't clear, contact Support citing the exact note: they can tell you what's failing. See How to contact the Conekta Support team.