Your identity document may be rejected if the document or photos do not meet the verification requirements.
Important: Upload a photo of your original, valid identity document. Screenshots, scans and photocopies cannot be accepted.
Why was my document rejected?
Common reasons include:
- The photo is a screenshot, scan or photocopy.
- The document has expired.
- The photo is blurry or the details cannot be read.
- Part of the document is missing from the photo.
- Reflections, shadows or objects are covering information.
- Your selfie is not clear enough to compare with your document photo.
How should I photograph my document?
- Use a well-lit room.
- Place the document on a flat surface.
- Hold your camera directly above the document.
- Make sure the photo is clear and free from glare or shadows.
- Keep the entire document visible inside the frame.
Passport: Photograph the complete identity page, including the two lines of code at the bottom.
Driving licence or identity card: Photograph both sides of the card.
How should I take my selfie?
- Make sure your face is well lit and clearly visible.
- Do not stand with the main light source behind you.
- Hold your device at eye level and take the photo yourself.
- Follow the on-screen instructions during the facial recognition check.
What should I check before submitting?
- All photos are in focus and not blurry.
- The entire document is visible.
- All information can be read.
- Your face is clearly visible in the selfie.
Retake any photo that is unclear before submitting it.
Still unable to upload your document or blocked because of too many attempts?
Contact our Service Desk for further assistance at helpdesk@digidentity.co.uk.