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Fix “We couldn’t read your document” error on IDMe

Seeing a “We couldn’t read your document” error on IDMe? 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.

We couldn't read your document

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.

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