Why has my document failed?

Your ID may fail verification if: 

  • You have provided a form of ID other than a passport, UK or EU driving licence photocard or national ID photocard (front and back).
  • You have uploaded a scanned copy of your ID instead of a photo.
  • Your ID has expired. 
  • The photo is out of focus, cropped or black and white.
  • There are light reflections, shadows or obstructions on the image.

If your ID fails the verification check you will receive an email from a member of our Support Team explaining why and asking you to provide another image. 

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