Most of the issues we experience with identity documents are resolved by ensuring the image you take is of a high enough resolution that our optical readers can validate all text and images. Ensure you use a high resolution camera or scanner (the camera on the back of a mobile phone is usually higher resolution than the front, for example) and in a well lit area. If your document is of an acceptable resolution but we are still unable to verify your identity, this might still be a legitimate issue caused by a mismatch between your registration details and verified documents. For example, if you move house but do not inform DVLA, your current home address will not match the address on your driving license. If you believe you have resolved any potential identity issues, you can always register again.

If your identity document is rejected more than once, please contact us immediately via the support badge bottom-right when signed in to the app or website, or call us 8am-8pm on 0203 950 0660 (option 1).

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