Don't worry, it's probably nothing. Follow the steps below to help troubleshoot why your ID document has failed.
- Check that the identification you have uploaded is government issue photo ID, as we will not be able to accept any other forms of ID such as birth certificates or residence permits.
- Check the name and date of birth details that you have entered on the billing page are correct and match what is written on your ID document.
- Check that all of the written information in your ID document is clear and can be easily read. Our automated system will not be able to verify documents that are too blurred.
- Check that the whole document is visible (e.g. the whole of the card part of your driving license or the whole of the photo page in your passport, including the long string of characters at the bottom).
If you are still struggling to get your ID document verified, please get in touch with us via our "Contact Us" page and we will be able to advise you further.