Identity Verification In-Person Verification Why was my submission rejected?

Why documents get rejected

Documents can get rejected for a variety of reasons. Below are some of the common reasons why your document may have been rejected and suggestions on what to do next.

WHY YOUR DOCUMENT WAS REJECTED	WHAT TO DO NEXT
You uploaded a document that is not an acceptable document type	If verifying in Self-Service, we accept driver’s licenses, state IDs, passports, and passport cards. Find a list of acceptable primary and secondary identification documents for video call verification.
Your document is missing the required information to verify your identity	Make sure your document includes the required information. For example, it may need to include your name, last four of your Social Security number, expiration date, etc. Learn more about primary and secondary identification document requirements.
There was a mismatch between the document type you selected and the document type you uploaded.	During verification, you are prompted to select the type of document you will upload. Ensure the type you select matches the document you upload. For example, if you chose a driver's license as the document type, upload a photo of your driver’s license.
You uploaded expired document(s)	In most cases, your document must be unexpired. In some cases, you can use an expired Driver’s license or State ID.
Your uploaded document did not match the name or address you provided.	Your documents may be valid, but you may need to edit your submitted information (such as name or address) to match the information on your documents. Otherwise, you can change to a different document type that matches the information you entered. If your document information contains typos, especially your name or address, you may need to request a new document from the organization or agency you got the document from, or choose a different document to verify.
The document you uploaded was unreadable	Only upload documents that are in good condition, where the text and your photo, if applicable, is clearly readable. For example, a blurry document will usually be rejected.

Document photo tips

Use the following tips to capture a clear photo of your document:

• Take a photo of the document head-on, avoiding angles.
• Adjust the orientation to match the document's layout. For example, use landscape for wide documents.
• Make sure the document fills the frame, with all four corners visible, and avoid any cutoffs.
• Disable the camera flash to minimize glare.
• Position the document on a dark table or surface for a contrasting background.
• Remove any other objects from the photo.

Acceptable file types

Acceptable file types depend on how you verify your identity:

• Self-Service: .jpeg or .png files
• Video call: .jpeg, .png, and .pdf files

For iPhone users, Live Photos (.HEIC files) are not accepted. If capturing your photos beforehand, make sure to turn off the Live Photo feature.

Note: .jpeg, .png, and .pdf files are accepted when verifying for a community.

Upload another document photo

How you upload another document depends on whether you are using Self-Service or a video call to verify your identity. It’s also possible to upload documents using a smartphone or from a computer.

Self-service

If your document was rejected, follow the prompts to retry or upload a different document, then use the tips listed above to take a better photo of your document.

If you closed out of ID.me before retrying your upload, return to the partner you were verifying for, and restart the verification process.

Smartphone Computer

To upload documents using your smartphone:

1. Enter your phone number, select the link sent to your smartphone, then follow the prompts to confirm your email.
2. Select Start document upload when you’re ready to take photos on your smartphone.
   
3. When prompted, select Take photo. From there, choose if you’d like to upload a photo from your device or photo library, or take a photo of your document.
4. After uploading the required photos, select Continue to submit them.

Video call

If you were required to upload additional identity documents during verification and a document you uploaded was rejected, ID.me will send you an email showing you which documents were rejected and why.

To upload the same document, or select a different one:

1. Go to the email you received from ID.me. Review the email to understand why the document wasn’t accepted, then gather the documents you’d like to upload.
2. In the email, select Upload another document.
3. Sign in to your ID.me account, then follow the prompts to upload a document.

How you upload documents depends on if you use a smartphone or computer.

Note: If your document was rejected due to a mismatch with your information, you can select Edit to review and fix your information.

Smartphone Computer

To upload documents using your smartphone:

1. To get started, select all of your documents, then select Next.
2. Next to each document:
   • Select Choose Image to upload a document image from your device or photo library. You can also select Take Photo when prompted to use your device camera to submit a photo of your document.
3. After uploading the required photos, select Continue to submit them.

Please use our website's chat option to speak with one of our identity experts. We will be able to answer any of your fingerprinting and identity related questions!