Why has my ID check failed?

If your ID check failed, it’s usually something minor. Work through these checks to fix it.

Common reasons an ID check fails

• Wrong document type. We can generally only accept a passport or driving licence. We can’t accept residents’ cards or birth certificates.
• Missing proof of address. If you don’t have a UK driving licence, upload an additional document as proof of address.
• Details don’t match. The name and date of birth you entered must match your ID document exactly. Double-check for typos.
• Blurry photo or glare. All text must be clear and readable. The system can’t verify blurred documents.
• Document not fully visible. Include the whole document, for example the entire card of a driving licence or the full passport photo page, including the string of characters at the bottom.

File requirements

• A photographic file, JPEG or PNG. Not a PDF.
• In colour.
• In date.

What to do next

If you’ve followed all of this and still can’t verify, contact us via the Contact Us page. For what counts as proof of address, see “What can I upload to verify my billing address?”.