Instead of uploading new documents during a video call, you may have the option to reuse a pre-approved document to verify your identity. This article explains when you can reuse documents and what to do if a Video Chat Agent cannot approve your document on a video call.
When you can reuse documents
You will have the option to reuse a previously approved document during a video call if:
- You uploaded a document during the self-service verification process and the document was approved.
- You failed self-service verification for a reason other than the document being rejected, and you were required to complete verification on a video call.
- Your previously approved document has the information needed to verify your identity. For example, a driver’s license or state ID can be used as proof of your name, date of birth, and address (if your address is required).
Rejected documents on a video call
After you join a video call, the Video Chat Agent asks you to show specific documents to verify your identity. If the document gets rejected, you must start at the beginning of the video call verification process and upload the necessary documents to get verified. You will not be able to reuse any documents upon your second or future verification attempts if your previously approved document is rejected on this video call.
For full steps of the video call verification process, visit Verifying your identity on a video call.
Why documents get rejected
There are a variety of reasons why documents get rejected. To find an extensive list of why documents get rejected during verification, visit My documents were rejected.