Why does the message "Document not recognised" appear when taking a picture of my passport ?

The issue you are experiencing is due to the camera in the app not reading all of the information in the "Machine Readable Zone" ( MRZ ) in your passport. I would advise you to try to use as much natural light in the photo as possible and take the picture from directly above the passport photo page.

If you are still unsuccessful perhaps you can try downloading the app to a different device. The only other photo ID we can verify is a photo card driving licence.

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