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 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
- After the first photo has been taken, keep the camera up ready for the facial recognition section that follows. When the image of the blue head nods left to right or up and down, move your head in the same direction
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.