There is an error when I proceed with my video identification. What shall I do?
We’re sorry to hear you’re encountering issues when verifying your identification.
You should have received an error code as part of the feedback in your email. Below, you’ll find a list of the potential error messages you may have received, along with how you can fix them:
MISSING_DOCUMENT_PHOTO
You haven’t uploaded an image of your document. Please try again, ensuring the photograph of your document is included.
DOCUMENT_NOT_ACCEPTED
Your document was rejected. Please try again, ensuring you’re using an original document (not a photocopy).
DATA_DOES_NOT_MATCH
The data in your document didn’t match the information you’ve already provided us. If you’ve submitted the wrong information, please contact us at [email protected] or +44 2038 079645.
MISSING_SELFIE_PHOTO
You didn’t include an image of your face and document together. Please try again, ensuring the photograph of you and your original document is included.
FACES_DOES_NOT_MATCH
Your face didn’t match the photograph featured inside your document.
POOR_PHOTO_QUALITY
The image you uploaded was poor quality. Please try again, ensuring the new image is clear, well-lit and non-blurry.
POOR_PHOTO_LIGHTING
The image you uploaded was poorly lit. Please try again, ensuring the new image is clear, well-lit and non-blurry.
BLURRED_PHOTO
The image you uploaded was too blurry. Please try again, ensuring the new image is clear, well-lit and non-blurry.
BAD_MEDIA_FORMAT
The image you uploaded was in an unsupported file format.
MISCELLANEOUS
We encountered an issue with your upload. Please contact us on [email protected] or +44 2038 079645 so we can clarify the issue we encountered.
UNRELATED_PHOTO
You uploaded an unrelated photo. Please try again, making sure to include the correct image.
MORE_THAN_ONE_PERSON
The image you uploaded featured more than one person in it. Please try again, ensuring you’re the only person in the image you’re uploading.
DOCUMENT_IS_EXPIRED
The document you uploaded has expired. Please try again, ensuring you use a valid document as part of your application.
DOCUMENT_WITH_NON_LATIN_CHARACTERS
The document you uploaded features non-Latin characters. Please upload a document with Latin characters if you have one, or contact us at [email protected] or +44 2038 079645 for more information.
PART_OF_DOCUMENT_IS_COVERED
The document you uploaded was partially covered. Please try again, ensuring your document is fully visible.
NAME_MISMATCH
The name on your document didn’t match the information you’ve already provided us. If you’ve submitted the wrong information, please contact us at [email protected] or +44 2038 079645.
EXPIRATION_DATE_MISMATCH
The expiry date on your document didn’t match the information you’ve already provided us. If you’ve submitted the wrong information, please contact us at [email protected] or +44 2038 079645.
INCORRECT_INFORMATION_PROVIDED
The information provided was incorrect. Please contact us at [email protected] or +44 2038 079645 to rectify this.
PART_OF_FACE_IS_COVERED
Your face was partially covered in the image you uploaded. Please try again, ensuring your face is fully visible.
UNDERAGE_PERSON
You’re under the legal age to use our service.
How do I try the video verification process again?
In your inbox, you’ll find an email with a link to your application summary page.
This displays any outstanding tasks you need to complete before we can submit your full application – including an option to resend a video verification link.
Please select this link if you’ve received any of the error messages above to try again.
It's worth noting that you can view any remaining directors or shareholders within your company who are also yet to complete their video identification.
To streamline your onboarding process, please ensure everybody has completed theirs as soon as possible.
We’ll also automatically email you a new link to try again when your video verification has been declined – please note our system will generate up to three emails automatically.
Following your third attempt, you’ll need to contact our Sales team to request another email.
My link has expired. What can I do?
Each link will automatically expire after 24 hours.
To generate a new link, please visit the application summary page and select the resend link option under your name in the shareholder/director section.
You’ll receive an email containing a new link – use this to try again.
Need any further guidance?
Please contact our friendly Sales team at [email protected] or +44 2038 079645 and they’ll be happy to help.
First published on 22/03/2022.
Updated on 24/11/2022.