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ID Verification Stuck or Failed

This article helps troubleshoot ID Verification issues - explaining common reasons for failure and providing clear steps to successfully upload valid ID photos. It also includes file requirements, device tips, and guidance for expired or lost IDs.

Written by Georges B.
Updated over 6 months ago

Common reasons why ID verification may fail or get stuck:

Reason

Description

ID is expired

Expired IDs may be rejected unless accompanied by a DMV-issued interim document or receipt.

Wrong ID type selected

Selecting "Passport" for a driver's license or vice versa may lead verification to fail.

Blurry image

The system cannot read blurry or unclear text on the document.

Glare or shadows

Reflections or poor lighting on the ID image will prevent verification.

Cropped/partial photo

Photos must be full-frame; no edges or corners should be cut off.

Scanned or digital copy

Scans, screenshots, or PDFs of IDs are not accepted. Use a live camera photo.

Invalid file format or size

Files not meeting the required format, size, or dimension may be rejected.

What You Can Do

Follow these best practices to complete your ID verification successfully:

1. Submit a Proper ID Photo

  • Use a clear, un-cropped photo

  • Show all four corners of the ID

  • Make sure your name, photo, and date of birth are clearly visible

  • Avoid screenshots or scanned images

2. Lighting and Background

  • Take the photo in a well-lit area

  • Avoid glare, shadows, or reflections on the ID

  • Use a plain background when taking the photo

3. Use the Correct Device and Browser

  • For best results, use a laptop or desktop computer

  • Use Google Chrome in incognito mode to prevent issues from cookies, cache, or extensions

  • If still stuck, try clearing your browser’s cache and cookies

4. Check Your Internet Connection

  • A slow or unstable connection can disrupt uploads

  • Ensure you're on a reliable Wi-Fi or wired connection

5. Verify the Validity of Your ID

  • The ID must:

    • Be valid (or have proof of renewal if expired)

    • Show your full name, photo, date of birth and the barcode

    • Be a government-issued photo ID
      ​

6. Interim Documents for Expired or Lost IDs

  • If your ID is expired, submit the following documents to applicant.support@twodots.net

    • The front and back photos of your expired ID

    • A DMV-issued interim document, renewal receipt, or proof of renewal

    • A selfie holding this document

  • If your ID was lost or stolen, the interim DMV document alone is acceptable when paired with a selfie

7. File Requirements (For Uploads)

Make sure your file meets the following criteria:

  • Accepted file types: JPEG, JPG, PNG, HEIC, HEIF

  • File size: Between 10KB and 15MB

  • Image dimensions: Minimum 200px, Maximum 15,000px

FAQs

Can I upload a scanned ID or screenshot?

No. Scanned images or screenshots are not accepted. The system requires a live-captured photo of your physical ID.

What if I lost my ID?

If your ID has been lost or stolen, you may submit a valid interim document issued by the DMV as proof of identity. Please also upload a selfie holding the interim document for verification.

What browser should I use?

We recommend Google Chrome to avoid browser conflicts or extension interference.

Can I use my mobile phone?

You may, but desktop or laptop devices provide better results. If using mobile, ensure high-quality photos and a stable internet connection.

My ID was rejected but it’s valid. Can I try again?

Yes, please resubmit following the correct guidelines above. If the issue persists or if you are having trouble logging in to the Two Dots portal, contact the Support Team applicant.support@twodots.net for further assistance.

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