We may have been unable to verify your identity because you did not submit a clear photograph of yourself or your government-issued ID, or because the name and personal details you submitted did not match the information on your ID. Please view this page if the reason you received was related to your ID.
To receive your test results, you must re-submit a new photograph of yourself and your government ID within 14 days of when you were notified.
You can do this by logging in on our website and clicking “Resubmit ID” next to the appropriate test session.
Please do NOT email ID pictures. They will be deleted for your security.