If your identity verification images are not being accepted, it is usually due to image quality, lighting, or camera issues. You can typically resolve this by adjusting how the photo is taken and then retrying the verification.
Tips for taking a clear photo of your ID
Use good image quality
Make sure your photo is sharp and not blurry. All text on the ID should be clearly readable.
For best results:
Use a phone or device with a high-quality camera
Hold the camera steady
Place the ID on a flat surface
Make sure the entire ID is visible in the frame
Fix lighting and glare
Poor lighting or glare is one of the most common reasons images are rejected.
To improve lighting:
Avoid direct overhead lights that cause reflections
Do not use flash if it creates glare
Use natural light when possible
Tilt the ID slightly to reduce glare from holograms or glossy surfaces
Check the condition of your ID
Your ID must be:
Valid and not expired
Not heavily damaged or worn
Fully visible (no cropped edges or covered corners)
Damaged or expired IDs may not be accepted during verification.
Verify your device and camera settings
If you are using a mobile device:
Allow camera permissions when prompted
Make sure your camera lens is clean
Avoid using low power mode, which can affect camera performance
Use a stable internet connection
Use a supported ID type
Ensure you are submitting a valid, government-issued photo ID.
Certain IDs have security features (such as holograms or watermarks) that require extra care to capture clearly without glare or blur.
Retry the verification
After adjusting the steps above, return to your verification link and try the identity verification again.
Most image issues are resolved after retaking the photo with improved lighting, clarity, and positioning.
Still having trouble?
If your images continue to be rejected after multiple attempts, click the live chat button in the bottom-right corner of your verification page to contact support for assistance.