Document upload troubleshooting

This article outlines common problems during the document upload process and provides steps to fix them.

If you successfully uploaded your documents, but they weren’t approved, visit Rejected documents.

Camera and device issues

My camera isn’t working 

If your device settings are preventing your browser from accessing your camera:

1. When prompted during verification, select OK or Allow to grant your browser permission to use your camera.
2. Manually grant browser permissions

1. 1. If the prompt does not display, go to your device settings.
   2. Locate the settings for your browser.
   3. Grant the necessary permissions to use your camera. 

For device-specific instructions, visit Camera and microphone troubleshooting.

I don’t have a smartphone

You don’t need a smartphone to verify your identity. You can verify from a computer by joining a video call.

Text message issues

I didn’t receive a text message to upload documents

For steps to get a text message, visit I didn't receive a text message to take document photos. 

The link in the text message didn’t work

If you select the link in the text message and receive an error:

• Clear your browser's cache and cookies. 
• Update your browser to the latest version.
• If that doesn’t work, try a different browser. We recommend using Chrome or Firefox. 

After you’ve completed browser troubleshooting, try again to upload your documents.

Document type issues

I don’t have any of the listed documents

You need to have an acceptable document in order to verify. 

• To learn more about what documents are acceptable, visit Rejected documents.
• If you don’t have a government-issued ID, you’ll need to apply for one. To learn how, visit Applying for government-issued photo identification. 

I don’t know if my file type is accepted

The accepted file type depends on the verification pathway:

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

For iPhone users, turn off the Live Photos feature before taking document photos. We do not currently support HEIC photos.

Start over uploading documents

To start over uploading your documents:

1. Go to the organization’s website that you need to access, or find the email you received that instructed you to verify with ID.me.
2. Select the ID.me button. If you can’t find the ID.me button, contact the organization you need to access.
3. Sign in to your ID.me account.
4. Complete multi-factor authentication (MFA), if it’s set up.
5. When prompted, take photos of or upload your documents.

For step-by-step instructions, visit Uploading documents.