What to do if your ID or document isn’t accepted by IDMe
Not sure why your ID or documents were rejected or not accepted by IDMe? 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 ID or 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.
To fix the issue:
Review the error message.
Correct the issue, then submit the ID or document again.
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 provide a new ID or document.
Blurry, damaged, or hard-to-read IDs or documents
Rejection issue
What to do
This document is unreadable or partially covered
Take 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
Choose a different ID/document where all the information is clearly visible.
The full document was not visible in the photo submitted
Ensure the ID/document is not folded, and all edges and details are clearly visible.
Screenshots of your document cannot be accepted
Use the original, a photocopy, or scan of the physical ID/document, ensuring all necessary information is clearly visible.
Photocopies, black-and-white scans, and screenshots cannot be accepted
Use a photo or full-color scan of the physical ID/document.
The PDF that you submitted of your document is password protected and cannot be viewed
Upload a version of the ID/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 ID/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 submit a ID/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 submit your ID/document again.
Your document does not prove a link between your previous name and your current name
Use 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 submit 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 submit your document again.
Missing information
Rejection reason
What to do
This document does not meet the requirements of a secondary document
Submit 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. Submit 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. Submit a document that shows the full 9-digit ITIN.
The document used is missing a photo of your face
Use a different document that has a photo of your face clearly visible.
Your document is missing an official seal
Use 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
Submit 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
Use 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
Use 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". Submit your expired driver's license or state ID, then submit 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 submit a valid extension document along with your expired ID.
This document appears to be voided
Use a different, valid document that has not been voided.
Unacceptable or duplicate documents
Rejection reason
What to do
The document used is not an acceptable document type or version
Review the list of accepted ID/document and choose one from the list. For example, we do not accept digital IDs or federal IDs.
The same document cannot be used more than once
Use a different ID/document that you have not already submitted.
The document submitted for review does not match the document type that was selected
Use a ID/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
Choose another acceptable ID/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 ID/document. The photos cannot be the same.
A passport must be submitted showing the photo page
Use 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
Submit 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
Submit a document that spells your name using only Latin characters (A-Z, with or without accents). Update your name to match the document.