Uploading documents to the identity check app
How do I get the app to recognise my identity document?
We recommend watching our video which has guidance on taking a picture of your document.
If you’re having issues with the app recognising your identity document, or if you can see a green rectangle but it won’t take a photo, try following each step below:
- Close the app, then reopen it and attempt the check again.
- Delete and reinstall the app, and then attempt to complete the check again.
- Take a photo of your document under different lighting conditions. Sometimes lower light environments allow you to capture a clearer image as there is less reflection. You may need to switch the flash off on your phone and try taking the photo from a different angle.
- If you’re able to, try completing your identity check on a different device such as a friend or family member’s phone. Your personal data won’t be saved on their device.
If you can’t complete the check, please contact us and an adviser will help you.