If a document is rejected, the app will tell you the reason. Don't worry — it's usually something small and quick to fix.
The most common reasons are: the photo is unclear or cut off; the document is out of date; it's the wrong type of document; the name doesn't match your account; or it's a screenshot or photo of a screen rather than the document itself.
If the name doesn't match because of marriage or a legal name change — for example your passport shows a new name but the rest of your profile still uses your previous name — you don't need to change your profile name to match. Just upload a copy of your marriage certificate or legal name change certificate alongside the document, and we'll accept it under your existing profile name.
To fix it, open Profile, then Documents, find the rejected item and upload a corrected version. Take the photo in good light, with the whole document in frame and all the text readable. If you're not sure why it was rejected, contact us at hello.ca@florenceapp.com, and we'll explain.