The most common error messages that can appear during the photo verification process include:

• 🪪 ID not valid: This happens if your ID is out of date, not recognised, or is not government-issued.

• To solve this, re-submit your photo of a valid, non-expired form of government-issued ID.

• 📸 Blurry photo detected: This happens most often in low lighting or where there is a lot of movement.

• Be sure your photo is well-lit; photos taken in a dark or dim environment will not focus as well as ones taken in bright light.

• Set the document on a stable flat surface such as a table, desk, or floor before taking the photo.

• Make sure your camera lens is free of smudges or dust by wiping it gently with a soft cloth.

• ⚡️ Glare detected: This happens when you have a light source directly above a reflective ID

• To solve this, try and shade the light source or find a different location to take the image of you ID to reduce the amount of direct light shining on your ID

• 😶 Face not detected: This occurs when the photo you've taken of your government-issued ID does not have your face clearly in view, i.e. the photo was taken too close and the picture on your ID can't be fully seen. 

• To solve this, tap Retake photo and try again with your ID centered in the frame on the screen. You may need to take your photo from further away as well.

• ✂️ Cut-off image detected: This occurs most often when your photo is too close up or off-center and your entire ID cannot be detected correctly by the system.

• To solve this, tap Retake photo and try again with your ID centered in the frame on the screen. You may need to take your photo from further away as well.

• 📃 No document found: This happens when your photo is too close or far away for the system to detect your ID, or the photo you have taken is not of your ID at all. 

• To solve this, tap Retake photo and try again with your ID centered in the frame on the screen.

If you continue to have difficulty, contact Onfido Customer Support.