Why was my ID rejected?

Your ID photo may have been rejected for a number of reasons. Please make sure that your ID is on our list of accepted IDs and that you are presenting your original ID, not a photocopy and not a digital or mobile phone image. In addition, please make sure that when you hold your ID to the web camera, the image is clear and legible without any information cropped out.

Please note that we also require that you use your FULL legal name exactly as it is written on your ID. If your name is legally Joseph Edward Smith, you must type out "Joseph Edward" as your given name and "Smith" as your surname. Do not use nicknames. Please always use your full legal name, just as you would in an application to a university.

Given names will include your first and middle name(s) exactly as they are on your ID. Your surname is a family name or last name.

Do not use commas in your name. If your name on your ID contains a hyphen, use the hyphen.

If you do not have a surname, please select the "No Surname" option.

You can resubmit your ID by logging into your account and clicking “RESUBMIT” next to the appropriate test session.

If you have followed all of these steps and your ID continues to be rejected, please contact support for assistance. Please do not email ID pictures. They will be deleted for your security.

Here are some examples of different ID photos that would and would not be accepted:


Good ID

Bad: The ID is blurry


Bad: The name is cropped

Bad: The photo is cropped


Bad: Zoomed in too much

Bad: Photocopy of an ID

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