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.
Why IDs get rejected
An ID is usually rejected for one of a few reasons:
- The photo of the ID is blurry, dark, has glare, or cuts part of the document out of frame.
- The ID is expired, is a temporary or paper document, or is otherwise not accepted by that verification flow.
- The name or other details on the ID do not match the details you entered.
- The document does not match the type the flow expects, such as submitting a paper-printed ID where a government-issued card is required.
In most cases the flow tells you why the attempt was rejected.
Improve the photo first
A blurry or poorly lit photo is the most common fixable cause. Take the photo again in bright, even light, keep the whole ID inside the frame, and hold the camera still. See how to take a good ID photo and fixing a photo that seems blurry.
Check the document itself
If the ID is expired, see my ID is expired. If you are using a paper or temporary document, see can I use a paper ID?. If the name does not match, see my name is different on my ID.
Contact the business if it keeps failing
You submit to the business that asked you to verify, so they can see why the attempts failed and tell you what they require instead. See what to do if verification fails.