A document uploaded using the Digidentity app can be rejected for a number of different reasons, but is most often due to the quality of the photos provided. Below are some common issues that will cause your upload to be rejected:
- The uploaded photo is of a screenshot or photocopy. We can only accept photos of your original document
- The document photo is not clear enough for the details to be read by our system
- Part of the document has been cut off in your photos (eg. the long code at the base of a passport)
- The document has expired
- The photos of yourself are not clear enough to compare against your document photo
Tips for retrying your upload
When taking a photo of your document:
- Make sure there is plenty of light in the room
- Place the document on a flat surface such as a desk or table
- Take the photo with the camera held directly above the document
- Make sure there are no objects, shadows or reflections covering the document details
- Make sure the whole document is in the photo:
- For a passport or UK travel document, we will need the full photo page including the long code at the base
- For a driving licence, national ID card or UK residence permit, we will need both sides of the photocard
When taking a photo of yourself:
- Make sure there is enough light in the room
- Hold your device at eye level so that the angle is similar to the photo on your document
- Hold the camera yourself while taking your photos
When confirming your photos:
- Check that the photos are in focus and not blurry. You can choose to retake your photos if they are not clear
- Check to make sure that your face is clearly visible in the selfie
If you're still experiencing issues uploading your document, please contact our service desk.