Check the image quality, document date and account details, then follow the current on-screen instructions or contact route.
What to do when a document is not accepted
A document can fail an account check for several practical reasons, including an unclear image, missing information, an expired document or details that do not match the account. The quickest approach is to read the message shown on screen and follow the current instructions rather than guessing which replacement will be accepted.
This page offers general next steps only. The available instructions can change, so use the current account area and the terms shown there for the latest direction.
Check the document before trying again
Start with the document itself. Make sure all corners and edges are visible, the text can be read easily and there is no glare, shadow or heavy reflection across important details. Avoid cropped images, screenshots or photographs where the document is partly covered.
- Check that the name and other account details are entered accurately.
- Make sure the document is current and has not passed its expiry date.
- Use a clear image in the file type and size requested on screen.
- Keep the original document available in case another image is needed.
Do not edit, filter or obscure an image. If the first upload was blurred or incomplete, a fresh image taken in good lighting may resolve the issue.
Review your account details
Compare the information entered during registration with the details shown on the document. Small differences in spelling, spacing or date information can create avoidable delays. If something is incorrect, use the available account or registration route to correct it where that option is provided.
Take care when entering information again. Use the same format requested on screen and check every field before submitting. If the account area does not allow an edit, follow the displayed support or contact instructions instead of creating another account.
If the next upload is still unsuccessful
Read the exact message after the attempt and note what has already been submitted. This makes it easier to explain the problem through the current contact route. Include a short description of the issue and ask what type of replacement or image is suitable, without sending extra personal information through an unrequested channel.
Use only the account area or contact route displayed by the site. Avoid relying on old instructions, unofficial messages or links sent unexpectedly. Never share passwords, one-time codes or payment details when asking about an account check.
Useful next steps
- Return to the current sign-in or registration route.
- Read the latest message about the unsuccessful upload.
- Check the image, personal details and document date.
- Try again only when the displayed instructions allow it.
- Use the current contact route if the problem remains.
For related guidance, see the document checklist and account-check status guide. Keep any instructions shown during the process available until the matter is resolved.
Questions and answers
What should I check first?
Check image clarity, visible edges, document date and matching account details.
What if the second attempt also fails?
Read the latest message and use the current account contact route for further direction.
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Last reviewed: 04 September 2026, 17:23 UTC.