The documents you upload may get rejected for a variety of reasons. This article has common reasons why documents are rejected and provides next steps to fix the issue.
If you had trouble uploading 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 on your screen will explain the rejection. If using a computer, this message appears after you upload your document.
To fix the issue:
- Review the error message.
- Correct the document issue, then re-upload your document.
Video call
You’ll receive an email with the subject: “Action Required: Update your document(s),” explaining the issue.
To fix the issue:
- Read the email for details.
- Select the button in the email, then follow the prompts to upload a new document photo.
Document quality issues
| Rejection issue | What to do |
|---|---|
| This document is unreadable or partially covered |
Upload a new photo that is not blurry, and make sure all information is visible and readable. Follow our document photos best practices. |
| Your document is too damaged and cannot be read | Upload a different document where all the information is clearly visible. |
| The full document was not visible in the photo submitted | Submit a new photo of your document. Ensure the document is not folded, and all edges and details are clearly visible. |
| Screenshots of your document cannot be accepted | Upload a photo, photocopy, or scan of the physical document, ensuring all necessary information is clearly visible. |
| Photocopies, black-and-white scans, and screenshots cannot be accepted | Upload a photo or full-color scan of the physical document. |
| The PDF that you submitted of your document is password protected and cannot be viewed | Upload a version of the document without password protection. |
Information you entered doesn’t match document
| Rejection reason | What to do |
|---|---|
| The name on the document does not match the name you provided |
Make sure your full legal name is correctly entered during verification. Submit a document that shows this exact name. |
| The address on the document does not match the address you provided |
Make sure your address is entered correctly, then upload a document that shows this address exactly as entered. |
| The date of birth on the document does not match the date of birth you provided |
Ensure your date of birth is entered correctly, then upload your document again. |
| Your document does not prove a link between your previous name and your current name | Upload one of the following linking documents: marriage certificate, domestic partnership document, divorce decree, name change document, or adoption document. Both names must be present. |
| The connection between your alternate name and your legal name is not clear and cannot be accepted |
Enter your full legal name and ensure the document shows this name exactly as entered. |
| The country, passport number, or expiration date does not match | Ensure the country, passport number, and expiration date you entered match the information on your passport. |
| The Social Security number (SSN) on the document does not match the SSN you entered | Ensure your SSN is entered correctly, then upload your document again. |
| The Individual Taxpayer Identification Number (ITIN) on the document does not match the ITIN you entered | Ensure your ITIN is entered correctly, then upload your document again. |
Missing information
| Rejection reason | What to do |
|---|---|
| This document does not meet the requirements of a secondary document |
Upload a different secondary document that contains all required information (e.g., date of birth, address). |
| This document does not show the full Social Security number (SSN) |
Your document is either missing the entire SSN or only displays the last 4 digits. Upload a document that shows the full 9-digit SSN. |
| This document does not show the full Individual Taxpayer Identification Number (ITIN) |
Your document is either missing the entire ITIN or only displays the last 4 digits. Upload a document that shows the full 9-digit ITIN. |
| The document uploaded is missing a photo of your face | Upload a different document that has a photo of your face clearly visible. |
| Your document is missing an official seal |
Upload a new photo of the document that clearly shows the seal from the issuing agency. |
| The document is missing the name of the federal, state, or local issuing authority |
Upload a photo of a document that clearly shows the issuing authority. |
| The document is missing the institution or agency name and a staff member’s name or signature |
Upload a document that clearly shows the institution or agency name and the staff member's name or signature. |
Expired, temporary, or voided documents
| Rejection reason | What to do |
|---|---|
| The document or credential has expired |
Upload a valid document that is not expired. |
| A temporary document cannot be accepted on its own without a photo of the expired permanent ID |
When selecting documents, choose "Expired U.S. State Driver's License". Upload your expired driver's license or state ID, then upload a photo of your temporary document when prompted. |
| A valid extension document must be included with your expired driver's license or state ID |
Choose "Expired U.S. State Driver's License" and upload a valid extension document along with your expired ID. |
| This document appears to be voided | Upload a different, valid document that has not been voided. |
Duplicate, incorrect, or unacceptable document
| Rejection reason | What to do |
|---|---|
| The document uploaded is not an acceptable document type or version |
Review the list of documents that are acceptable and choose one from the list. For example, we do not accept digital IDs or federal IDs. Visit our help center for more information on acceptable document types. |
| The same document cannot be used more than once |
Upload a different document that you have not already submitted. |
| The document submitted for review does not match the document type that was selected |
Upload a document that matches the selected type, or choose a different document type. |
| We were not able to confirm your physical documents on the video call | Upload another acceptable document that you currently have in your possession. You will need to show the video chat agent your physical documents. |
Missing photos
| Rejection reason | What to do |
|---|---|
| Photos of the front and back of your document are required |
Submit photos of both the front and back of your document. The photos cannot be the same. |
| A passport must be submitted showing the photo page |
Upload a photo or full-color scan of your passport, opened to the photo page. Ensure all required information is readable. |
Translation or character issues
| Rejection reason | What to do |
|---|---|
| A translation is required for documents that are not in English |
Upload a photo of the document with an English translation. Ensure both the original document and translation are visible side-by-side. Do not write on the official document. |
| Your name contains non-Latin characters and cannot be read |
Upload a document that spells your name using only Latin characters (A-Z, with or without accents). Update your name to match the document. |