Why was my client’s identification not successful?

If your client is experiencing difficulties with the identification session, it can be due to one of the following reasons:

• The taken photos are of bad quality

They’re too dark or blurry, the light is reflecting, part of the information is covered, or the document’s not fully visible and readable.

• The provided document is not supported

Keep in mind that only certain government-issued documents can be used for identification purposes. You can check our ‘List with accepted ID documents’.

• The document is no longer valid or it was damaged

The provided document should be valid and shouldn’t expire in the next 3 months. We cannot accept physically damaged ID documents and in such cases, your client should use an alternative document.

• The person wasn’t alone during the process

Keep in mind that the client should be alone. In case our system detects the presence of a third person, we can’t accept the identification.

• The identification steps were not completed

We won’t be able to review the submission if your client doesn’t complete all the steps during the identification session successfully.

In case your client is having issues with passing the identification, you can either assist them or contact us for more information.