When uploading your identity documents, it's crucial to ensure that they are visible, valid, and meet the necessary requirements. If you're encountering any issues during the upload process, please review the checklist below for troubleshooting assistance.
Before proceeding with the upload, please ensure that your ID document:
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Is currently valid: Verify that your identification document is not expired and is still considered valid.
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Is not damaged: Ensure that your ID document is in good condition and not damaged, torn, or defaced.
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Appears well-lit and free of glare: Make sure the document is well-lit, without any significant glare or reflections that may hinder legibility.
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Is in focus and fully visible: Take a clear, focused photo or scan of the entire document, ensuring that all details are visible and legible.
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Matches your country of residence: Confirm that the ID document belongs to your country of residence as per the verification requirements.
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Is issued by the official authority: Ensure that your ID document is issued by the authorised government authority of your country.
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Matches your facial check photo or video: Verify that the photo on your ID document corresponds to your facial check photo or video, providing accurate identification.
What to do if you still cannot upload your ID:
If you're still encountering difficulties uploading your ID document, please consider the following steps:
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Capture the entire document: Make sure that the photo includes the complete document without cutting off any corners or sides.
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Use the original document: Ensure that you are using the original document for the photo, as photos of document copies or scans are not accepted.
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Optimise browser compatibility: For the most reliable performance, use the Chrome browser when uploading your ID document.
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Avoid logos or marks: Ensure that the app or phone you're using to take the photo doesn't add any logos or marks that may obscure the ID information.
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Avoid obstructing ID information: Make sure no information on the ID document is obscured or covered during the photo-taking process.
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Use a plain background: Select a plain background for capturing the ID document, minimising distractions and enhancing visibility.
If you are still having any issues or have any other questions - feel free to contact us here.