Verification did not pass
The usual causes, and how to submit again successfully.
Last updated 11 August 2026
If verification does not pass you will get a notification and see the reason on the Identity Verification page. You can submit again straight away.
Common causes
- Blurred or cropped ID photos. All four corners of the card must be visible and the text readable.
- Glare. Photograph the card in even, indirect light, not under a bright bulb or in direct sun.
- Face does not match. Remove hats and sunglasses, face the camera and use good light.
- The selfie is not a live capture. A photo of a photo, or of a screen, is rejected. Take a new selfie.
- Name mismatch. See Why the name on your ID must match.
Submitting again
Return to Identity Verification, upload fresh images and submit. There is no penalty for a second attempt.
Still not working
Contact our verification team. Do not send ID photos by email — we will tell you how to submit them securely.