When verifying your identity or for a community discount, you may need to upload documents to prove you are you. Taking quality photos of your documents makes it more likely they’ll get approved.
This article explains the process of uploading documents and what to do if your upload attempt isn’t successful.
Upload the correct documents
The documents you need to upload depend on the ID.me partner you’re verifying for. During the verification process, make sure you:
- Upload the correct type of documents. For example, you may need to upload a photo of a government-issued photo ID, health insurance card, or financial statement.
- Ensure your documents are not expired.
- Upload documents that meet the specification for the partner you verify for. For example, the document may need to be an original, not a copy, or may need to be in color instead of black and white.
Document photo best practices
To help ensure your documents can be uploaded and approved, follow our best practices:
- Taking photos of your documents using a smartphone
- Saving and uploading documents from your computer
How to upload documents
The steps you take to upload documents will differ depending on the device you use and if you’re verifying using self-service or on a video call.
Self-service
Self-service is a guided process, where you upload documents for the partner you’re verifying for.
Keep in mind:
- When verifying your identity using self-service, only .jpeg or .png files are accepted. When verifying your community membership, .jpeg, .pdf, and .png files are accepted.
- You may need to grant permission to use your device’s camera.
To upload documents using your smartphone:
- To get started, select Take photo.If you start on a mobile device, follow the prompts to take a photo.
- Select Choose image. From there, choose a file from your device or photo library or take a photo of your documents.
- After uploading the required photos, select Continue to submit them.
To upload documents from your computer:
- If you’d like to upload from your computer, select Upload image from your device, then select the images from your computer. We accept .jpegs and .pngs.
- If you’d like to instead use a smartphone, select Take photo. You will then be prompted to enter your phone number. ID.me sends you a text message with a link from a 5-digit phone number.
- Select the link in the text message to go to the photo upload screen. This opens a window in your browser.
- After uploading the required photos, select Continue to submit them.
Video call
If you attempted to verify your identity using self-service and it wasn’t successful, you may have the option to finish verifying on a video call with a Video Chat Agent.
Keep in mind, you may need to grant permission to use your device’s camera.
To upload documents using your smartphone:
- To get started, select all of your documents, then select Next.
- Next to each document, choose how you’d like to upload your documents:
- Select Take photo, then follow the prompts to take a photo of your document.
- Select Choose image. From there, choose the document image from your device or photo library.
- After uploading the required photos, select Continue to submit them.
To upload documents from your computer:
- Select the documents you want to use to verify your identity.
- Next to each document, choose how you’d like to upload your documents:
- Select Upload image from your device, then choose the images from your computer. We accept .jpegs and .pngs.
- If you’d like to instead use a smartphone, select Take photo. You will then be prompted to enter your phone number. ID.me sends you a text message with a link from a 5-digit phone number.
- Select the link in the text message to go to the photo upload screen. This opens a window in your browser.
- After uploading the required photos, select Continue to submit them.
Troubleshooting
I didn’t receive a text message link
When you choose “Take photo,” ID.me sends you a link from a 5-digit phone number. If you don’t receive the text message, make sure you entered the correct phone number.
The upload method didn’t work
If you originally choose the “Take photo” method and it doesn’t work, retry the upload process. When you retry, use the “Choose image” method instead. Trying a different method can help you get the documents uploaded.
I’m having technical issues
It’s important the device you use is up-to-date. For example, we recommend you:
- Meet the technical requirements to complete the verification process.
- Update your browser and operating system to the latest version.
- Have a strong and reliable internet connection.
If you check all of these and the upload still doesn’t work, try using a different device if you have one available.