Don't worry, it's probably nothing serious! There are a few reasons why our automated system might struggle to verify your ID. Following the steps below should help you troubleshoot why your ID document has failed our checks:
- Have you uploaded government-issued photo ID? We're not be able to accept any other forms of ID such as birth certificates or residence permits - passports or driving licenses are usually your best bet.
- Are the personal details you've entered on the page correct, and do they match up exactly with that is written on your ID document? Double check the name and date of birth details that you have entered, as your ID won't pass if you've got any mistakes there.
- Is the photo blurry or is there any 'glare' on the page? Check that all of the written information in your ID document is clear and can be easily read. Our automated system will not be able to verify documents that are too blurred.
- Is the whole document visible? Make sure, for example, that the whole of the card part of your driving license or the whole of the photo page in your passport is in the shot, including the long string of characters at the bottom.
If you're sure you've followed all of the above and are still struggling to get your ID document verified, please get in touch with us via our "Contact Us" page and we will be able to advise you further.