Why was my proof of identity rejected?

Here are a few common reasons why your proof of identity may have been rejected by our verification team:

• Name mismatch – The document does not match the name registered with us.
• Expired document – The document provided has passed its expiry date.
• Incomplete document – The document is cropped, missing key details, or incomplete.
• Black-and-white copy – For clarity and authenticity, we only accept colour copies.
• Missing the back – For documents like ID cards or residence permits, both sides must be submitted.
• Screenshots – We do not accept screenshots of documents.
• Document used as proof of address – Separate documents are required for proof of identity and proof of address.

Check the requirements for a proof of identity document here.

Upload a valid proof of identity via your Verification Centre.