If the identity check stopped with an error, asked you to retake a photo, or came back as not approved, you can almost always fix it yourself and go again from the same place. The check on the Personal Information page tells you what it didn't accept, and you can resubmit from there. There's nothing to upload or email: the photos are taken live in the check, and we can't accept documents sent any other way.
Read the reason first
When a photo or document isn't accepted, the check screen says why: the image was blurry or had glare, part of the document was cut off, the document has expired or isn't a type we accept, or the selfie couldn't be matched to the photo on the ID. Fix that one thing and take the photo again. If the screen says the check is under review rather than failed, there's nothing to do: we'll email you when the review is finished.
Photos that get accepted
- Use the physical document, not a photocopy, a scan or a picture on another screen.
- Photograph it in bright, even light with the flash off, so there's no glare on the surface. Daylight near a window works well.
- Keep the whole document in the frame, all four corners included, against a plain background, and hold the phone still until the text is sharp. Take it out of any case or sleeve.
- Use a document that is valid and undamaged: a passport, driver's licence, My Number card or residence card. A special permanent resident certificate is also accepted.
- For the selfie, face the camera straight on in good light. Take off sunglasses, a hat or a mask if you're asked to.
The name and date of birth you entered in Personal Information also have to match the document exactly. If they don't, the check goes to a manual review, and if you've spotted a mistake there, let us know. See I entered the wrong name or date of birth.
If the check won't load or keeps stopping
- If the page says identity verification couldn't be loaded, tap Try again. If that doesn't help, check your internet connection and turn off any VPN, which can block the check.
- Open the page in Safari or Chrome rather than in an app's built-in browser, and allow the camera when asked. See The camera won't start during the identity check.
- Clear your browser's cache and cookies, restart your phone and sign in again.
- A security or ad-blocking app can interfere with the check. If you have one, turn it off while you complete it.
If it still won't go through
Try a different document if you have one. Otherwise contact us through the chat with a screenshot of the screen you're stuck on, your phone model and the browser you're using, and we'll look into it. Please don't send photos of your ID: the check is the only place they're accepted. If we've emailed you to say your application has been declined, that's a different situation. See Why was my application rejected?
Related: How to verify your identity · The camera won't start during the identity check · I entered the wrong name or date of birth · How long does the identity check take? · Why was my ID or Zentrader account application rejected?