If your submission is not being accepted, this does not necessarily indicate a permanent issue — it means our automated verification system was unable to confirm your details on that attempt. This can occur for several reasons. including but not limited to:
- Your ID is expired, temporary, or damaged
- Your photo or ID images are blurry, cropped, or otherwise difficult to read
- A photo was taken of a screen displaying the ID (e.g. another device or monitor) rather than of the physical ID itself
- Your address could not be matched against official records
- Your document does not clearly show all the required information
- The information on your documents does not exactly match the information you entered
What you should do: continue resubmitting until verification is successful.
Each time a submission is unsuccessful, please address the likely cause (for example, retaking a clearer photo or ensuring your details match your ID exactly) before submitting again. It is common for verification to require more than one attempt.
It is important to continue resubmitting until a final completion screen is reached — either "Congratulations, you're done!" (confirming automatic verification) or "Could not verify your identity" with the message that the submission will be reviewed by the team. As a simple check: keep resubmitting as long as a retry button is still shown. If the process is stopped before one of these screens appears, verification will not be forwarded to our manual review team and will remain incomplete. Only submissions that reach one of these final screens are considered complete and, if not automatically verified, escalated for manual review. Stopping partway through means the case will not be reviewed, and no further action will be taken until resubmission is attempted.
Should your submission be declined, you will receive an email outlining the specific reason, together with a link to resubmit.
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