Registration and identity verification for the $WHUF sale are handled by Sonar, the sale platform. Ethos does not process KYC and cannot see, approve, or fix your verification. If you're stuck, the fastest path to a resolution is emailing [email protected] directly. That said, most issues fall into a few common buckets, so check these first.
"KYC not approved" or stuck in review
Verification is usually quick, but it can take several days during busy periods, and the days before the auction opens will be busy. If your status has been pending for more than 48 hours, or you were rejected and believe it's in error, contact [email protected] with the email address you registered with. Do not create a second account to try again; duplicate registrations can flag your application and slow everything down.
A few things that commonly cause rejections:
Photos of documents that are blurry, cropped, glared, or expired
Name or date of birth entered differently than it appears on your ID
Selfie or liveness check taken in poor lighting
Using a VPN during verification, which can make your location look inconsistent with your documents
"Address not approved"
This usually means your proof of address didn't match requirements. Acceptable documents are typically a utility bill, bank statement, or government letter from the last three months showing your name and residential address. Screenshots, PO boxes, and documents older than three months are common causes of rejection. If your document meets the requirements and was still rejected, email [email protected].
Note this is about your residential address, not your wallet address. If your issue is with a wallet, see below.
Wallet issues
The wallet you register is where your tokens will be delivered, and for sale participants it's also the wallet the price guarantee is tied to, so it must be one you control directly. Exchange deposit addresses and custodial wallets are not accepted. You must own the private key.
Registering as a company (KYB)
Entities go through KYB rather than KYC, which requires additional documents (formation documents, ownership information, authorized signer verification) and takes longer than individual verification. If you're participating through an entity, start early and contact [email protected] for the document checklist.
Restricted jurisdictions
The sale is not available in certain jurisdictions, including Cuba, North Korea, Iran, Libya, Syria, the People's Republic of China, South Sudan, Sudan, Crimea, and Ukraine, or to anyone subject to sanctions. If you're in a restricted jurisdiction, verification will not be approved, and using a VPN to get around this violates the sale terms and will void your participation.
The most important thing: start now
KYC must be fully approved before you can bid, and the auction runs September 1 through 4. Verification takes days, not minutes, and support queues get longer as the deadline approaches. Register and complete verification as early as possible, even if you haven't decided whether or how much to bid.
For any KYC or KYB issue, contact [email protected]. Include your registered email address and a description of where you're stuck. The Ethos team cannot access or expedite verification decisions.