My ID won't scan?

If you're having trouble getting your ID to scan, here are some tips:

  • Try putting your ID on a contrasting background, like a dark table.
  • Turn your phone horizontal so that you capture your full ID in the capture box on screen.
  • Avoid glare from being next to a window.
  • If submitting your passport as ID, you only need to take the image of the photo page.
  • If this still doesn’t work, try taking a full screen photo of your ID, ensuring it’s nice and clear, and upload the image manually.

Also, please make sure you are using a supported browser. These include:

  • On Desktop – Microsoft Edge 16 +, Chrome 67.0 + and Firefox 53 +
  • On Apple devices – Safari/iOS 11.2 + only
  • On Android Devices – Chrome for Android 67.0 +, Android OS Version 4.1 + or Firefox for Android 63+
  • Samsung devices – Samsung Internet Browser 7.2-8.2 / 9.2 +
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