KYC

If you have received a KYC re-verification request, you must complete the re-verification process to continue using the MapleStory Universe service with your account.

While re-verification is in progress

Until re-verification is complete, all MSU services except Customer Support are restricted.

• You can’t access MapleStory N. If you’re in the game, you’ll be disconnected.
• You can’t transfer or move your digital assets.
• When you connect your wallet, you’ll be taken to the Re-Verification page automatically.

How to complete re-verification

You can proceed with KYC re-verification by following the steps below:

1. Connect your wallet to the MapleStory Universe website — you will be redirected to the Re-verification page.
2. On the Re-Verification page, choose one of the two methods below.

   • Method 1: KYC Verification (Level 1)

     • If you’ve completed KYC before, take a selfie that matches the ID you submitted.
     • If you’ve never completed KYC, submit your ID and a selfie.

   • Method 2: Card Verification

     • Verify with a valid VISA or MasterCard in your own name. You can use the card you verified before or a new one.
     • A card that’s already linked to another account can’t be used.
3. Complete verification within 14 days.

Important Notes

※ Please note that there is a 14-day deadline. The 14 days start when you select a re-verification method, and if you don’t complete re-verification within this period, it will fail.

※ You can make up to 3 attempts with each method. If either method fails 3 times, re-verification will fail, even if you haven’t tried the other method yet. If one method isn’t working for you, we recommend switching to the other method before you use up all 3 attempts. You can check how many attempts you have left for each method on the Re-Verification page.

※ Please also note that attempts that fail because of a network error are not counted. Declined payments, failed card authentication, and cards that can’t be used or are already in use by someone else are counted as attempts.

※ If re-verification fails by using up all 3 attempts, your account will be permanently restricted.

KYC re-verification is requested when we need to confirm that the verified identity on an account still belongs to the person using it. This helps protect your account and digital assets, and keeps MapleStory Universe safe for all Maplers.

An account may be selected for re-verification if its verification status needs to be reconfirmed, for example when:

• Activity on the account suggests that it may be used by someone other than the verified account holder.
• Abnormal activity is detected, such as patterns associated with unauthorized programs.
• Activity patterns are shared across multiple accounts in a way that differs significantly from normal use.

Accounts may be selected through a review by our team or automatically, based on these criteria. To prevent misuse, we can’t share the specific reason an individual account was selected.

Please note that being selected for re-verification doesn’t by itself mean that your account has violated our policies. Once you complete re-verification successfully, your account will return to normal.

To learn how to complete re-verification, see “I received a KYC re-verification request. What should I do?”

If you have any other questions about your re-verification request, please submit a ticket to MSU Support.

Once you pass re-verification, using either KYC Verification or Card Verification, the restrictions applied due to the re-verification request will be lifted. Your account will return to the status it had before the request, and you’ll be able to use MapleStory Universe services again.

For more details on how to complete re-verification, including the available methods, deadline, and number of attempts, please refer to “I received a KYC re-verification request. What should I do?”

Please note that if your account was already subject to a service restriction before the re-verification request, that restriction will remain in effect until its original end date.

If your account is still restricted after you pass re-verification, please submit a ticket to MSU Support.

If you fail KYC re-verification, your account will be permanently restricted, and you will no longer be able to use any of the MapleStory Universe services.

How is a failure determined?

Re-verification is considered failed in either of the following cases:

• If you don’t complete re-verification within 14 days (The 14 days start when you select a re-verification method).
• If either method results in a 3 times failure. You can make up to 3 attempts with each method, and re-verification fails as soon as one method reaches 3 failed attempts, even if you haven’t tried the other method yet.

Please note that attempts that fail due to network error are not counted. However, declined payments, failed card authentication, and cards that can’t be used or are already in use by someone else are counted as attempts.

Need further assistance?

If you believe your re-verification failed because of an error, or if you’d like us to review your case, please submit a ticket to MSU Support. 

Please include your wallet address, verification method and the date and time of your attempts with as much details to help us review your case faster.

This FAQ provides a simple overview of why restrictions may occur, how to resolve them, and what to expect.

1) Why are both my MSU account and KYC Level restricted?

• A potential compliance concern was flagged during our standard identity verification process.
• For regulatory reasons, we may not be able to disclose details regarding the concern identified or the precise reason for the restriction.

2) What happens when restrictions are applied?

• Your MSU account and KYC status may be subject to temporary or permanent restrictions.
  • KYC status restrictions may include:
    • Wallet-to-Wallet NFT/FT transfers on Henesys L1 restricted
    • Daily NXPC & NESO Bridge-Out/Transfer Limit capped at USD1,000
    • Credit Level downgraded to 0 or 1
• MSU account restrictions may include:
  • Login remains available, but all MSU-related services are restricted
• Restrictions may be temporary or permanent, depending on the outcome of Enhanced Due Diligence (EDD).

3) How can I remove the restriction?

• You will receive an email at the address registered in the verification system within seven (7) days after the restriction is imposed.
• The email will include a link to submit additional documents for EDD.
• Typical documents requested include:
  • Government-issued ID or Passport;
  • A selfie; and
  • Proof of address (e.g., utility bill or bank statement issued within the last three (3) months)
• Please follow the instructions in the email to complete your submission.

4) How long does the review take?

• You must respond within the timeframe specified in the email (usually seven (7) days).
• If no response is received, the restriction may be finalized and made permanent.
• Once documents are submitted, reviews generally take two (2) to three (3) weeks, but may take longer for complex cases.

5) How is my data handled?

• All documents submitted as part of the EDD process are handled by accredited third-party compliance providers.
• They apply industry-standard security measures, including encryption and strict access controls, to safeguard your personal data.

6) Quick answers

I cannot find the email.

Check your spam or promotions folders.

I need more time.

Reply to the email to request an extension. Extensions may be reviewed on a case-by-case basis.

I submitted the requested documents but have not received an update.

Reviews are typically completed within up to twenty (20) business days. If more than twenty (20) business days have passed, please contact support at support-kyc@nexpace.io.

Note: This FAQ is for customer guidance only. Actual enforcement is carried out in accordance with the Terms of Service, our operation policy, and applicable law.

Verifying your ID helps confirm your identity and protect against fraud, financial crimes and money laundering attempts.

Proof of residence ensures compliance with regional laws and regulations.

Together, these steps help create a safer and more secure environment for all Maplers. 

KYC (Know Your Customer) is the process of verifying a user’s identity and assessing potential risk before granting access to certain services.

By checking ID documents and proof of residence, KYC helps prevent fraud, money laundering, terrorist financing and other illicit activities.

If network-related services are running on your mobile device when accessing the KYC verification, the IP address may be blocked from verification for up to 48 hours.
 

To ensure successful KYC verification on your mobile device, please disable any network-related services before proceeding.
※ The IP address used for KYC verification is determined by the network environment of your mobile device.

KYC verification may be deactivated if abnormal verification activity is detected.

If deactivated, future attempts to reverify may result in failure.

Please refer to the following cases specified in our Terms of Use that may apply. [LINK]

You can complete KYC on the MapleStory Universe web.   

1. Go to MapleStory Universe Web and connect your wallet.
2. Click the profile button in the top right corner and select Verification.
3. Choose the verification level you want to complete, and you will be redirected to the KYC page.
   • You can only complete KYC on your mobile device. If you start the process on a PC as described above, a QR code will appear. Scan the QR code with your mobile device to continue the KYC process on mobile.
4. KYC is processed through an automated system. However, if your documents require additional review, a manual review will be conducted, which may take additional time.
5. Once your KYC verification is complete, you will receive the result via notification on MapleStory Universe Web. 

Some IDs require manual review for verification.

IDs requiring manual review will temporarily enter a Pending status, during which a "Waiting for Approval" message will appear on screen.

On average, the Pending status is resolved within 10 minutes, but if extensive manual checks are needed, it may take up to 24 hours for approval or rejection.

If your ID is in a Pending state, please wait until the verification result is determined.

Using passport is recommended for the ID verification.

When your local ID identification fails, please try the procedure with your passport.

When verifying your ID with passport, KYC verification may require the back-side image of your passport.

For the back-side image, please take a photo of the front side; front side of passport contains all the necessary information for ID verification to be completed.

KYC verification may fail if you are located in or using an ID issued from a region subject to regulatory restrictions listed in our Terms of Use, including Cuba, Iran, North Korea, Myanmar, Libya, Sudan, Russia, South Korea, Syria, Ukraine, and United States.

Please note that the list of restricted regions may differ depending on the circumstances, so we kindly recommend checking the Terms of Use for the most current information.

We highly encourage you to make sure your IP address reflects your actual location. 

If the issue persists, please submit a ticket to MSU Support for further assistance.