Common ID verification issues
Learn what causes ID checks to fail and how to complete them correctly
Unsupported Document Type
The ID document submitted has not been accepted. In some cases, a passport is required, and other forms of photo ID will not be accepted, regardless of image quality.
Document Does Not Meet Criteria
A supported ID document was submitted, but the image did not meet verification standards. Your ID must be:
- Fully visible
- Clear and in focus
- Undamaged
- Uncropped and complete
Blurred, cut-off, or unreadable images may be rejected.
Name or Date of Birth Mismatch
The personal details entered do not exactly match the information shown on the ID or order. Even small differences — such as a missing middle name or incorrect date of birth — can result in delays or manual review.
Tips to avoid delays
- Use your full legal name exactly as it appears on your ID document
- Double-check your date of birth before submitting
- Ensure all uploaded images are clear and complete
- Only submit supported forms of identification