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 ID within 14 days of when you were notified. Please also make sure the name and birth date information you enter matches what is printed on your ID.
You can resubmit your ID by logging in to our website and clicking “RESUMBIT ID” next to the appropriate test session.
Please do not send your ID photo to us via email or chat. They will be deleted for your security.