After you submit all required information for real-name verification, Alibaba Cloud immediately submits the information to the verification authority accredited by China Internet Network Information Center (CNNIC). CNNIC will verify the submitted information and the domain name registration details for authenticity, consistency, and completeness. If the verification fails, you can troubleshoot based on the solutions described in this topic.

Invalid certificate information

Problem: Real-name verification failed and the system prompts "Verification failed due to invalid certificate information" or "Verification rejected due to invalid certificate information".

Solutions:
  1. Check whether the name you entered in the Registrant field is the same as that on the certificate.
  2. Check whether the certificate number you entered in the Certificate Number field is the same as that on your certificate.
  3. Check whether the Certificate Type you selected is the same as that of the certificate.
  4. Check whether the Certificate Issue Date meets the requirements of real-name verification.
    • It requires a minimum of 10 calendar days for the verification authority to verify a newly issued certificate. We recommend that you implement real-name verification 10 calendar days after the certificate is issued.
    • Verify that your certificate is still valid before you submit the real-name verification information.
      Notice Real-name verification may fail if your certificate is due to expire.
  5. Check whether the uploaded materials meet the requirements.
  6. Check whether your household registration record is during the transfer process or you have changed your name.

    Real-name verification may fail if your household registration record is during the transfer process or you have changed your name. You can submit a scanned copy of the residence certificate that is affixed with a seal by the household registration authority. You can also submit a real-name verification request after the transfer of your household registration record is complete. Whether you can pass real-name verification is determined by the verification authority.

  7. Check whether the domain holder has a special occupation.

    Individuals with special occupations, for example, military personnel , cannot use the 18-digit resident identity card number for verification. We recommend that you use other identity documents for real-name verification.

Invalid certification type or certification number

Problem: Real-name verification failed due to inconsistent types between the selected Real-name Verification Type and the uploaded certificate, or invalid certificate number.

Solution: The selected Real-name Verification Type must be the same as that of the uploaded certificate. The certificate number specified in the real-name verification information must be the same as that on the certificate.

For example, if the domain holder is an organization and the business license is selected as the certificate type, the uploaded certificate must also be a business license.

Note
  • Organizations and enterprises from mainland China must submit a certificate that contains a valid 18-digit unified social credit identifier.
  • Organizations and enterprises outside mainland China must select certificate of overseas institution as the certificate type.
  • Individuals from mainland China must select resident identity card as the certificate type.
  • Individuals outside mainland China must select passport as the certificate type.

Inconsistent registrant information or certificate information

Problem: Real-name verification failed and the system prompts "Inconsistent registrant information" or "Submitted information inconsistent with registrant information".

Possible reasons: The submitted photo of the certificate is a mirror image, or the certificate specified in the verification information is different from the uploaded certificate.

Solutions:
  • Check whether the photo of the certificate is normal. Some cameras may automatically mirror photos. In this case, we recommend that you use another phone or camera to take photos. Before you upload photos, make sure that they are not mirror images. If you need to upload scanned copies of a certificate, make sure that they are colored scanned copies.
  • Check whether the domain holder name specified in the domain information is the same as that on the uploaded identity document. Pay close attention when you enter Chinese characters with similar forms or pronunciations. Do not use abbreviated or shortened names.
  • The selected certificate type must be the same as that of the uploaded certificate. If the selected certificate type is business license, you must upload a photo or scanned copy of your business license.
  • The certificate number specified in the verification information must be the same as that on the certificate. If the selected certificate type is resident identity card, business license, make sure that the certificate number specified in the verification information is the same as that on the actual certificate.
    Note
    • If the business license has duplicates, do not enter the number of a duplicate, such as (1-1).
    • Make sure that you distinguish between the number "0" and letter "O", number "1"and letter "I", and number "8" and letter "B".
    • Pay close attention to the number of digits contained in the certificate number.
  • Select the correct Country/Region. If you need to submit a photo of the resident identity card or business license for real-name verification, select mainland China as the Country/Region. You can check the Region in the following ways:
    • Real-name verification for registrant profile templates: On the Registrant Profiles page, find the target profile and click View in the Actions column. The Country/Region is displayed on the Registrant Profiles page.
    • Real-name verification for changing domain holders: The Country/Region is displayed on the Registrant Info Modification tab.

Unclear or covered photos of certificates

Problem: Real-name verification failed and the system prompts "Unclear or covered photo of certificate".

Solution: Upload a clear photo of the complete certificate.
  • Clear: Make sure the key information on the certificate, including the national emblem, seals affixed by the authority, domain holder name, and certificate number, is clear and complete.
  • Complete: The photo of the certificate must include the borders of the certificate, with no cover, smudges, or watermarks.
Note Do not add watermarks to the photo of the certificate.

Newly issued certificates or certificates not found in databases

Problem: Real-name verification failed and the system prompts "Certificate cannot be found in the database" or "Newly issued certificate".

Possible reason: The certificate is recently issued and the information has not been synchronized to the database of the verification authority.

Solutions:
  • Solution 1
    The information about the newly issued certificate or identity document has not been synchronized to the system of the verification authority. It requires a minimum of 10 calendar days to synchronize data. Submit the verification request 10 calendar days after the certificate is issued. You can check whether the information about a newly issued certificate is synchronized to the following organizations on their websites.
  • Solution 2

    Provide proof of identity documents affixed with the seals of the authority that manages your certificate. You can also contact the corresponding data management center to update your information.

Incomplete registrant certificates

Problem: Real-name verification failed and the system prompts "Incomplete registrant certificate".

Solution: Submit a photo that contains the complete certificate, including the borders of the certificate. If you choose to use the business license, scan all information on the license, including the national emblem or the seals affixed by the authority that manages the business license.
Note Do not add watermarks to the photo of the certificate.
  • If you choose to use the resident identity card, take a photo of the back side of the card, which contains your identity information.
  • If you need to submit a photo of the household register, take a photo of the page that contains the household registration record of the domain holder.
  • If you need to submit a photo of the foreign permanent resident ID card, take a photo of both the front and back sides of the card.
  • If you need to submit a photo of the residence permit for Hong Kong, Macao, and Taiwan residents, take a photo of both the front and back sides of the permit.
  • If the certificate contains multiple pages, take a photo of the page that contains the organization name, certificate number, and seals of the registration authority.

Invalid registrant certificates

Problem: Real-name verification failed and the system prompts "Invalid registrant certificate".

Possible reasons: The photo of the certificate is unclear or incomplete.

Solutions:
  • Submit valid verification information. Submit a colored scanned copy or photo that is clear and contains the complete certificate. The certificate information, including the borders of the certificate and national emblem, must be clear and complete.
    Note Printed copies or black and white scanned copies are not supported.
  • The certificate must be affixed with seals of the registration authority.
    • Mainland China regions
      • Organizations: Submit a photo of the business license or organization code certificate that contains a valid 18-digit unified social credit identifier.
      • Individuals: Submit a photo or scanned copy of the resident identity card or residence certificate.
    • Regions outside mainland China
      • Organizations: Submit a photo of the required certificate of overseas institutions.
      • Individuals: Submit a photo of the passport or other valid identity documents.

Lack of registrant certificates

Problem: Real-name verification failed and the system prompts "Lack of registrant certificate".

Solutions:

Certificate numbers cannot be found in the database or registrant certificate verification failed

Problem: Real-name verification failed and the system prompts "Certificate number cannot be found" or "Registrant certificate verification failed".

Solutions:
  • Check whether the domain holder name and 18-digit resident identity card number specified in the verification information are correct.
    Note Individuals with special occupations, for example, military personnel, cannot use the 18-digit resident identity card number for verification. We recommend that you use other identity documents for the verification.
  • If the verification of the certificate fails, submit a photo of the certificate and a screenshot of the web page verifying the validity of the certificate provided by a qualified authority.

Sensitive words in domain names

Problem: If the verification system detects sensitive words in a domain name, real-name verification fails. The following messages appear:
  • Registration denied due to the violation of Internet Domain Name Regulations article 27 circumstance 2: Jeopardizing national security, leaking state secrets, intending to overturn the government, or disrupting state integrity.
  • Registration denied due to the violation of Internet Domain Name Regulations article 27 circumstance 8: Infringing other people's legal rights and interests.
  • Registration denied due to the violation of Internet Domain Name Regulations article 27 circumstance 9: Other contents prohibited by laws and administrative regulations.
  • The domain name harms national honor and interests.
  • Sensitive words.

Solution: If real-name verification of .cn domain names fails due to invalid domain names, the system automatically issues refunds and the domain name will be deleted by CNNIC. We recommend that you register another domain name and implement real-name verification. For more information about domain naming rules, see Naming rules for domain names.

Invalid photo formats. Only JPG and BMP formats are supported

Problem: Real-name verification failed and the system prompts "Invalid photo formats. Only JPG and BMP photos are supported".

Possible reason: The format of the uploaded photo is not supported.

Solutions:
  • Submit a scanned copy or photo of the certificate. The size of a scanned copy or photo must be 55 KB to 1 MB. Supported file formats include JPG and BMP.
  • For other formats, use a graphics editor such as Microsoft paint or Adobe Photoshop to convert the file to the JPG or BMP format. Do not directly change the file extension.