Order Status: verifying

I purchased a 50 usd karma koin and paid by Paypal, order information shows that I need to upload my personnel ID card and my selfie photo. But it is keeping fail during verification in facial recognition (I guess). Please suggest.

Hi 小明 , we have sent you a reply via Ticket ID: (449127) via email and further correspondence will done via the email, which have replied to you. 

Thank you for understanding. 

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