Best practices for successful document verification

Customers are more likely to complete physical document verification successfully when document images and selfies are clear, well-lit, and captured in a stable environment. Poor lighting, reflections, blurry images, and partially visible documents are among the most common causes of failed verification attempts.

Before you start

Before beginning document verification, recommend that customers:

Use a supported physical identity document. Digital copies, screenshots, and photographs of documents are not accepted.
Verify that the document is valid, not expired, and undamaged.
Allow camera access when prompted by their browser or device.
Clean the camera lens before capturing images.
Use a stable internet connection throughout the verification process.

Prepare the environment

Image quality depends heavily on the environment in which document verification is performed.

For the best results, customers should:

Use bright, even lighting, preferably natural daylight.
Place the document on a dark, non-reflective surface.
Keep shadows away from the document.
Avoid direct glare, strong reflections, colored lighting, and backlighting from windows.
Avoid using the camera flash unless necessary.

Capture the identity document

When capturing an identity document, customers should:

Place the document flat on a surface.
Ensure the entire document, including all four corners, is visible.
Hold the camera directly above the document.
Keep the document flat and avoid bending or curling its edges.
Ensure the captured image is sharp, in focus, and free of glare.
Fill most of the camera frame with the document without cropping any edges.

If prompted to capture both sides of the document, customers should also ensure that any barcode or security features on the back remain fully visible.

Capture the selfie

To improve selfie verification, customers should:

Keep their entire face visible.
Look directly at the camera.
Use even lighting across their face.
Hold the camera at eye level.
Remove hats, sunglasses, masks (where permitted), or anything else that obscures facial features.
Follow any on-screen instructions, such as turning their head or moving closer to the camera.

Avoid common issues

Document verification may fail if image quality is insufficient or if the required information cannot be detected.

Advise customers to avoid:

Capturing screenshots, photocopies, or digital versions of identity documents.
Covering any part of the document with their fingers.
Moving the phone while an image is being captured.
Manually cropping document images.
Switching applications during verification.

If verification fails, customers should first try:

Moving to a better-lit location.
Reducing glare by adjusting the document or camera position.
Cleaning the camera lens.
Moving the phone slightly closer to or farther from the document until the image is in focus.
Trying another supported browser or mobile device if problems persist.

Accessibility tips

Physical document verification is designed to be completed independently whenever possible. However, some customers may need additional assistance.

Customers can improve the verification experience by:

Using a phone stand or another stable surface to reduce camera movement.
Asking a trusted person to help position the document or device, if needed.
Taking breaks between attempts if they are unable to complete the process comfortably in one session.
Choosing a well-lit, quiet environment where they can complete the verification without interruptions.

If a customer cannot complete document verification because of an accessibility need or a physical limitation, advise them to contact your support team for assistance.

Tips for faster approval

To reduce the likelihood of additional verification attempts, recommend that customers:

Verify that the document is valid and undamaged before starting.
Capture clear, well-lit images that show the entire document.
Complete the verification in one session without switching applications.
Wait for each image to finish uploading before closing the browser or application.
Follow all on-screen instructions during document and selfie capture.