This guide is for individuals going through a Persona-powered identity verification flow. While we’ve included helpful tips, the verification was set up by the business, service, or organization that asked you to verify. They use Persona as a tool, and they ultimately decide what’s required and can assist with your specific situation, if you’re having trouble.
What counts as damage
Torn corners, creased or folded sections, worn print, faded photos, peeled lamination, and water damage can all stop a scanner from reading your document. Even a small crease across a barcode or a worn signature can be enough.
Why damaged documents fail
Document scans check the details printed on the ID, including the barcode and the machine-readable zone. When those areas are damaged, the capture has less to work with, and the document can be turned away even when you are holding a real, valid ID.
What to try first
- Lay the document flat on a dark, plain surface.
- Use even lighting and avoid glare.
- Capture the whole document, edge to edge, with nothing in the frame.
- Try the scan again from a slightly different angle if it fails.
- If parts still will not read, work through the general steps in License will not scan or State ID will not scan.
When the document is beyond repair
If a crease or tear makes the document genuinely unreadable, ask the business that requested verification what they accept as an alternative, such as a different document or another way of confirming who you are. They can also help if your state or country offers a replacement ID you can request.