What is an acceptable ID photo?
ID photo requirements
✓ Original ID document (not a photo of a scan or copy).
✓ Full color Photo
✓ All details on ID are readable
✓ ID photo is well lit
✓ ID photo is in good shape
✓ ID is in upright position
✓ ID occupies most of the photo
Reasons for rejection
✘ The uploaded document is not an ID card, passport or driver's license
✘ It cannot be a scanned or copied photo
✘ Photo is blurred
✘ Photo is black & white (or grayscale)
✘ Photo has a watermark
✘ Photo has any other obfuscation
✘ ID details are obscured by light glare or reflections (be careful with flash!)
✘ ID is torn, badly damaged, or has holes
✘ ID is rotated sideways or upside-down
What is an acceptable ID confirmation photo?
ID confirmation photo requirements
✓ Hold your identity document and take a selfie
✓ You must be holding the ID in your hands.
✓ Your whole face must be visible.
✓ You’re look straight at the camera
✓ The background is a light, neutral color
✓ Selfie is in colour
✓ Information is clearly visible
Reasons for rejection
✘ The background is too Messy
✘ You are in a backlit or reflective environment
✘ Part of ID or face is covered
✘ You didn’t upload a hand-held ID photo
✘ You didn’t hold your identity document
✘ Photo is blurred
✘ Photo has any other obfuscation
✘ Do not wear sunglasses or anything that covers your facial features.
✘ ID details are obscured by light glare or reflections (be careful with flash!)
✘ Photo is rotated sideways or upside-down
What is an acceptable Face Verification?
Face Verification requirements
✓ The verified face must match the ID
✓ Move you face into the box
✓ You’re look straight at the camera
✓ Your whole face must be visible
✓ The background is a light, neutral color
✓ Follow prompts to ensure clear face
Reasons for verification failure
✘ Your face is not detected
✘ The verified face does not match the ID
✘ The background is too Messy
✘ You are in a backlit or reflective environment
✘ Part of face is covered
✘ Do not wear sunglasses or anything that covers your facial features.
✘ Face verification network connection may have a timeout.
✘ Make sure you're not in airplane mode.
How to restart Face Verification?
These two steps may affect Face Verification, please start over as required:
1.Re-upload a photo of you holding your identity document. Please make sure your face is clearly visible in the hand-held ID photo.
2.When you are in face Verification,Make sure :
- Put the face in the center of the screen at an appropriate ratio.
- Don't be in a backlit or reflective environment
- Follow the page prompts to verify
How to restart Identity Verification?
1.Please make sure to enter the correct name and ID number.The name must include Surname, Given names, Middle name (if applicable).
2.Check the front of your ID photo.Make sure provide a photo of your original ID document (not a photo of a scan or copy).
3.Check the photo of yourself holding your identity document next to your face.You must be holding the ID in your hands.Your whole face must be visible.
4.Face verification ensures that your background and environment are in a well-lit.
If you still can't pass the identity verification, please consult customer service for more help.
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