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Why isn't my document being accepted?
Why isn't my document being accepted?
Viktor avatar
Written by Viktor
Updated over a week ago

Why isn't my document being accepted?

There are a few reasons why our verification provider might not be able to process your documents:

  • Ensure that your document is valid. Expired IDs, Passports, and Driver's Licenses are not accepted.

  • Ensure that you take the photo in a well-lit environment.

  • Ensure that there is not much glare on the document and that the data is readable.

  • Capture the entire document in the photo. Do not cut off any corners or sides.

  • If you are having trouble with the camera on a PC or laptop, try installing the Android or iOS application. You can complete the verification steps using your phone's camera.

  • We accept PDF, JPEG, JPG, and PNG formats.

Can I upload a copy of my document?

We will accept only photos of the original identity document. Please do not upload any scanned copies of the document.

Can I send a picture/copy of my document via email or chat?

For your safety please do not send us or anyone else a copy of your ID. We will not accept it as a means of completing your identity verification process. All uploads must be completed through our secured system.

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