✅ Common Causes and Fixes
| What might be wrong | How to fix it |
|---|---|
| File format is not supported | Ensure your ID file is in an accepted format: PDF (.pdf), JPEG (.jpg or .jpeg), or PNG (.png). If your file is in a different format (HEIC, BMP, TIFF), convert it using a free online converter or your device’s photo editing software before uploading. |
| File size exceeds maximum limit | Your ID file must be 3 MB or smaller. To reduce file size: compress the image using online tools, reduce image resolution to 1920x1080 or lower, or use JPEG format instead of PNG (JPEG files are typically smaller). Check file size by right-clicking > Properties (Windows) or Get Info (Mac). |
| ID details are not clear or visible | Ensure all required information is clearly visible: full name, ID number, photo, expiration date, and issuing authority. Zoom in on your uploaded file to verify all text is readable. If any information is unclear, retake or rescan your ID with better quality. |
| Using an old or outdated ID photo | Upload a scan or photo of your most recent, currently valid ID. Old IDs or expired documents will not be accepted. Check the expiration date and ensure your ID is valid on the date of your assessment. |
| ID image is blurry, dark, or poorly lit | Capture or scan your ID in a well-lit area with even lighting. Ensure the image is in focus—not blurry or pixelated. If scanning, use at least 300 DPI resolution. If photographing, hold your device steady and tap to focus before capturing. |
| ID is cropped or edges are cut off | Ensure all four corners and edges of your ID are fully visible in the image. Leave a small border of space around the ID—don’t crop right to the edges. Lay your ID flat on a contrasting background and capture the entire document within the frame. |
| Information is covered, masked, or redacted | Do not cover, redact, or hide any information on your ID. All fields must be visible and unobstructed—don’t use stickers, tape, or digital editing to block information. If concerned about privacy, note that ID verification is secure and confidential. |
| Browser is not compatible or has issues | Use the latest version of Chrome or Edge for best upload compatibility. Clear your browser cache and cookies: Settings > Privacy > Clear browsing data. Disable browser extensions that might interfere with uploads (ad blockers, privacy tools). |
| Session expired during upload attempt | If you took too long to select your file, your session may have expired. Refresh the page to start a new session, then immediately proceed with the upload. Have your ID file ready and easily accessible before starting the upload process. |
Additional tips:
- Have your ID file prepared and saved on your desktop before starting the upload process to avoid session timeouts
- Use your device’s built-in camera app or scanner to capture your ID rather than third-party apps, which may add watermarks or reduce quality
- Name your file clearly (e.g., “passport_john_smith.jpg”) to easily find it when uploading
- For best results, scan your ID using a scanner at 300 DPI or higher rather than photographing it with a phone camera
- If you have a physical copy of your ID available, you can complete verification by capturing the ID directly through your camera by following the on-screen instructions—this alternative method often works when file uploads fail