Seeing a “We couldn’t read your document” error on ID.me? This may happen when a photo upload fails, the image quality is too low, or other reasons. Here’s how to fix the issue, retry capturing, or upload a different document successfully.
Common document errors
There are a couple error messages you may see, including:
- We couldn't read your passport.
- We couldn't read your driver's license.
Retry taking a photo or upload a different ID
To upload a different document or try uploading again, select Try with a different document, then follow the steps in Uploading documents.
Note: Selecting the same text link more than once may cause an error. If you uploaded using a text link sent to your smartphone, follow the prompts on screen to retry.