When the documents you submit during the video verification process are rejected, you are sent an email that details which documents weren’t accepted and why. This article explains how to resubmit documents when verifying your identity on a video call.
1. Check your email for document rejection reasons
ID.me will send you an email outlining why your documents were rejected. Review the reasons in the email before you upload your documents again. To upload the same document, or select a different one:
- Go to the email you received from ID.me. Review the email to understand why your documents weren't accepted.
- Gather the documents you’d like to upload. In the email, select Upload another document.
- Sign in to your ID.me account, then follow the prompts to upload a document.
2. Upload your document again
How you upload documents depends on if you use a smartphone or computer.
To upload documents using your smartphone:
- To get started, select all of your documents, then select Next.
- 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.
- 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 Choose Image for any documents that you would like to select and upload a photo from your computer library. These must be completed first.
- Then, select Take Photo for the remaining documents you will be using your smartphone to upload. You will be prompted for your phone number.
- We accept .jpegs, .pngs, and PDFs
- After uploading the required photos, select Continue to submit them.
3. Join the video call
After you submit your documents, ID.me will review them. After they are approved, you will receive an email with instructions to continue your verification. Below is an example of the email you will receive. Follow the prompts in the new email you were sent to complete your verification. Learn what to expect when you join the video call.