> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://support.calilio.com/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # 10 Reasons Why Your ID Proof Might Have Been Rejected ||| When submitting ID proof for verification, there are several common reasons why it might be rejected. Understanding these reasons helps you avoid these issues and ensure a smoother verification process. --- ## 1. The Original Document Was Not Uploaded [![](https://storage.crisp.chat/users/helpdesk/website/1ed7991e8fcbb000/ccec3cb7-4171-45ba-b0c4-6a148c_f511de.jpeg)](https://downloads.intercomcdn.com/i/o/1096071368/799460cbadfc59a08ec23382/ID+Proof+all-02.jpg?expires=1723526100&signature=6f5be9425fc33c28f91ba6cca9bc0eb5a39436639825637c0713cd165527a8f1) Ensure you upload a direct scan or photograph of the original document. Photocopies or scanned copies of photocopies are unacceptable as they can compromise detail and legibility. | **Solution:** Always upload a high-quality, direct scan or clear photograph of the original document. Avoid using photocopies or pictures of photocopies. ## 2. The Photo and Document Did Not Match [![](https://storage.crisp.chat/users/helpdesk/website/433184acee332400/7fd1c669-9ca5-455f-b14a-9067f3_172y15x.jpeg)](https://downloads.intercomcdn.com/i/o/1096071503/9915bfb658e2f51a54563937/ID+Proof+all-03.jpg?expires=1723526100&signature=d27d70ecf5e05655cfba148bdc7953b5656c396e62ef12fe7e6b027d2b0c6c40) Your uploaded ID must reflect your current appearance. Any significant discrepancies between your profile photo and the photo on the document can lead to rejection. | **Solution:** Update your ID if your appearance has significantly changed. Ensure that the photo on your ID matches your current look. ## 3. Both Sides of the Document Were Not Uploaded [![](https://storage.crisp.chat/users/helpdesk/website/320934072479dc00/86862123-81e8-4283-b8d1-f0f491_1yr5ddy.jpeg)](https://downloads.intercomcdn.com/i/o/1096079394/e6c0b433b0929c2c2b953e3b/ID+Proof+all-04.jpg?expires=1723526100&signature=2388a5a38c0d348e55de437203c7ca268ec3b247bfeb883034200702d602c897) For IDs like driver's licenses or identity cards, both the front and back sides are required. Failing to upload both sides can result in your document being rejected as incomplete. | **Solution:** Remember to upload both the front and back sides of your ID, especially for documents like driver’s licenses and identity cards. ## 4. The Uploaded Photo Was Taken from a Photo [![](https://storage.crisp.chat/users/helpdesk/website/5c3fdd3c0b621c0/8b1d18d0-9bab-4781-8d03-5dd755_1ahlhgi.jpeg)](https://downloads.intercomcdn.com/i/o/1096074112/8744e40da1b006b7aa2a8050/ID+Proof+all-05.jpg?expires=1723526100&signature=5942e7a7b542dfb6dfbdca3df4596e4dd8d3e41971a0014c20692f5c64d24485) Photos of photos are not permitted. Only original, direct captures of your face should be uploaded to ensure clarity and prevent fraud. | **Solution:** Make sure your face is free of any coverings such as masks, caps, or sunglasses during the photo capture to confirm your identity effectively. ## 5. Document Number Mismatch [![](https://storage.crisp.chat/users/helpdesk/website/1e3ba961c8fe7c0/1d1c3d19-4949-4992-a2b8-9ee6fd_1bsjszh.jpeg)](https://downloads.intercomcdn.com/i/o/1096072657/6dd8e7f040de72c42dfa2f35/ID+Proof+all-06.jpg?expires=1723526100&signature=84578f3aa29abd93d4266f9b18b3b9d271a5acec9f8d29c5e5c6cd0fa28a3399) The document number entered must match the number on your physical ID exactly. Any mismatch, even minor, can invalidate your submission. | **Solution:** Double-check that the document number you enter matches exactly with the number on your ID to avoid discrepancies. ## 6. Not Displaying All Four Corners of Your Document [![](https://storage.crisp.chat/users/helpdesk/website/b934ecabc6307800/4dd5599b-bcd9-470e-ba3d-f5db53_1y956jn.jpeg)](https://downloads.intercomcdn.com/i/o/1096084060/aff5ffa5164d6ec44ecd7770/ID+Proof+all-07.jpg?expires=1723526100&signature=b8767f987fc4c18e6d366d3ae6bab5f77c6b34f1cd8eaf6f3d0c99ae8f632545) The scan or photo of your ID must show all four corners to verify the document is complete and unaltered. | **Solution:** Ensure your scan or photo displays all four corners of your document to show that it is complete and has not been altered. ## 7. The Document Uploaded Is Expired [![](https://storage.crisp.chat/users/helpdesk/website/d00f8a2b095b9800/0adf5900-5950-4df3-91ff-1ed0d9_98ok4n.jpeg)](https://downloads.intercomcdn.com/i/o/1096086061/1a3dd025664a3cbae6d1fb16/ID+Proof+all-08.jpg?expires=1723526100&signature=4b939a3d904cebd001df0b3da826733fda61d76b13335fcf4b9bf061a46eeaae) Expired IDs are not valid for verification purposes. Ensure the document is current and check the expiration date before uploading. | **Solution:** Verify the expiration date of your ID and only upload documents that are currently valid. ## 8. The Address on the Document Uploaded Does Not Match the Address on Your Account [![](https://downloads.intercomcdn.com/i/o/1096076066/bd9e31fc349e069193372263/ID+Proof+all-09.jpg?expires=1723526100&signature=48b68c31771b4556c681f5c630c5465872431e97528db27f6dc635efc23321c3)](https://downloads.intercomcdn.com/i/o/1096076066/bd9e31fc349e069193372263/ID+Proof+all-09.jpg?expires=1723526100&signature=48b68c31771b4556c681f5c630c5465872431e97528db27f6dc635efc23321c3) The address listed on your ID must correspond with the address registered in your account to confirm your location and identity. | **Solution:** Update your account information or your ID to ensure both addresses match. ## 9. Name on Document Does Not Match Identity Record [![](https://downloads.intercomcdn.com/i/o/1096086438/6e68d621edfb693196008e61/ID+Proof+all-10.jpg?expires=1723526100&signature=bc7b3591fa9d4cae897086ee021971a1ec12f5cb5bdbde305897ab77df1b57e2)](https://downloads.intercomcdn.com/i/o/1096086438/6e68d621edfb693196008e61/ID+Proof+all-10.jpg?expires=1723526100&signature=bc7b3591fa9d4cae897086ee021971a1ec12f5cb5bdbde305897ab77df1b57e2) All parts of your name on the ID must match those provided in your identity record exactly, including any middle names or initials. | **Solution:** Ensure the full name on your ID, including any middle names or initials, exactly matches what you've entered in your identity record. ## 10. The Identity Document Shows That the User Is Younger Than 18 Most services require users to be 18 years or older for verification. IDs showing an age under 18 will automatically be rejected. | **Solution:** Verification generally requires the user to be at least 18. If you're under 18, you must wait until you meet the age requirement.