What to do if your document isn’t accepted by ID.me

Not sure why your documents were rejected or not accepted by ID.me? This article covers the most common rejection reasons—like blurry images or mismatched info—and explains exactly how to fix them so you can complete verification.

Find out 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.

Blurry, damaged, or hard-to-read documents

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.

Name, address, or other info doesn’t match

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.

Unacceptable or duplicate documents

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.