After you successfully upload your documents, they may get rejected for a variety of reasons. This article has common reasons why documents are rejected and provides recommendations to fix the issue.
If you couldn’t upload your documents, visit How to fix document upload issues.
Determine why your document was rejected
Depending on your verification pathway, look for an error message or email with next steps.
Self-Service
An error message will display on the screen with details about why your document was rejected. If you start verifying on a computer, the computer screen will display the error message after you upload your document.
To fix the issue:
- Read the error message.
- Correct the issue related to your document, then try to upload your document again.
Video Call
You will receive an email explaining why your documents were rejected. The email will have the subject line: “Action Required: Update your document(s).”
To upload a new image or document:
- Read the email to learn why your document was rejected.
- Select the button in the email to upload another document or image.
Photo troubleshooting
Follow these steps if there’s an issue with the quality of your document photo:
| Photo issue | How to fix it |
|---|---|
| Blurry photo |
Take another photo and make sure to hold the camera still. |
| Cropped or covered information | Take another photo and ensure the entire document is in view, without anything covering the document’s information. |
|
Glare in the photo |
Take another photo and avoid direct sunlight or strong artificial lights that can cause glare. |
Take another document photo and try again
If your document was rejected because of the quality of your document photo, review how to fix it, then try again to upload your documents.
Document troubleshooting
Follow these steps if there’s an issue with the document itself:
| Document issue | How to fix it |
|---|---|
| The name or address on your document doesn’t match what you entered |
When prompted, select Edit to re-enter your personal information. If necessary, select a different document to upload; one that matches the information you entered. Also, correct any typos you may have entered.
Tip: If your document has typos, especially your name or address, you may need to request a new document from the organization or agency you got it from, or choose a different document to verify.
|
| The document was missing information |
Ensure your document shows your full name. Some documents may also need to show your:
|
| The document is not an acceptable document type |
Ensure your document is acceptable, based on the verification pathway:
|
| The selected document doesn't match the uploaded document | Ensure the document type you select matches the document you upload. For example, if you selected your driver's license, upload a photo of your driver’s license, not a state ID. |
| Expired document |
Make sure you upload an unexpired document. Expired driver's licenses or state IDs are acceptable in some cases. |
| Damaged document | Select a different document to upload or request a replacement document from the organization or agency that issued it. |