My ID verification failed – what do I do?

If your ID didn't pass, it's usually down to how the document or photo was submitted rather than the ID itself. Here's what usually causes it:

• A screenshot instead of the actual document or photo. We need the original image, not a screenshot.

• Poor image quality – blurry shots, flash glare or low light can all prevent the document being read clearly.

• Part of the document missing from the photo – all four corners need to be visible, with nothing cropped out.

• An expired document, or one dated outside the range we can accept.

• Details that don't match your Biscuit bank account – for example, if the name or date of birth on the document differs from what we have on file.

• A document type we can't accept for this particular check.

Accepted documents

• Passport – excluding emergency, temporary and diplomatic passports, and travel documents

• Driving license – including provisional licenses

• National ID card – must be internationally recognised; domestic ID cards aren't accepted

• National residence permit – must be internationally recognised; domestic permits aren't accepted

How to resubmit

You can come back to the app within 7 days of opening your application and try to upload your ID again.