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My identity verification failed

My identity verification failed — what do I do?

If your identity verification was not approved, here are the most common reasons and how to resolve them:

  • Poor image quality — Retake photos in good lighting, ensuring all corners of the document are visible with no glare or blur

  • Expired document — Use a valid, non-expired passport, national ID card, residence permit, or Dutch driving licence

  • Document not accepted — Make sure you're using an accepted document type: passport, national ID card, residence permit, or Dutch driving licence

  • Selfie mismatch — Ensure your live selfie clearly shows your face and matches the photo on your ID

  • Information mismatch — The name on your ID must match the name on your account

You can retry the verification process from your Neno dashboard. If the issue persists after multiple attempts, contact support and we'll help resolve it.

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