Overview
The single biggest cause of verification rejection is unclear photos. Follow the tips in this article and your documents will almost always pass verification on the first attempt.
Step-by-step instructions
Follow the steps below to complete this process:
Lighting and environment
- Use bright, even lighting — natural daylight is best.
- Avoid shadows falling across the document.
- Avoid direct flash — it causes glare on plastic IDs and glossy paper.
- Place the document on a flat, dark, non-reflective surface. A plain table is perfect.
Framing
- Capture all four corners of the document.
- The document should fill most of the frame, leaving a small margin around all edges.
- Hold your device directly above the document — not at an angle.
- Make sure all text is sharp and readable. Zoom in on the preview to check before uploading.
File format and quality
- Use colour photos — never black-and-white.
- Accepted formats: JPG, PNG, or PDF (whichever the upload page allows).
- Use a camera or camera phone, not a scanner set to greyscale.
- Take an original photo — do not photograph a photocopy or screenshot.
Common mistakes to avoid
- Screenshots of your ID on your phone screen.
- Photocopies of the original document.
- Cropped images that cut off any part of the document.
- Selfie-style photos where you're holding the ID (unless specifically asked).
- Filtered or edited images — no colour correction, no cropping edits.
- Black-and-white scans or photos.
Troubleshooting
If you run into issues, the most common causes and fixes are listed below.
Your photo looks fine on your phone but is rejected as blurry
- Before uploading, open your photo on your device and zoom in. If you can't read a piece of text easily, our team won't be able to either. Retake in better light or with a steadier hand.
You keep getting glare on your ID
- Move away from direct sunlight and overhead lights. Angle the document slightly (but keep the frame straight) so the glare falls to the side rather than across the ID.
The photo file is too large to upload
- On mobile, use your phone's camera at standard resolution (not High or RAW). On desktop, use an online image compressor. If your file is a PDF, try uploading as a JPG instead.
Frequently asked questions
Q: Can I photograph my ID indoors under lamp light?
A: You can, but daylight from a window is usually better. Avoid direct lamp light close to the document as it causes glare.
Q: My phone camera has a "document scan" mode — should I use it?
A: It usually helps with framing and cropping. Just double-check the output is a colour photo, not black-and-white, and that all four corners are visible.
Q: Can I use my laptop webcam to photograph my ID?
A: It's generally not recommended — webcam quality is often lower and lighting is harder to control. A phone camera usually produces better results.
Related articles
- Accepted Proof of Identity documents and requirements
- Accepted Proof of Residence documents and requirements
- What to do if your verification is rejected