If your document for account verification is rejected, please review the following details to ensure successful validation:
What to do
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Identify the issue: Review the email or notification you received from us to understand why your document was rejected.
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See which documents are accepted: Here are the acceptable documents for the Government-Issued Photo Identification method:
- Passport
- Driver's license
- Alien identity card
- Permanent resident card
- Canadian citizenship card (issued prior to 2012)
- Secure Certificate of Indian Status
- Provincial services card (e.g. Ontario Photo Card)
- Provincial or territorial identity card
- Global Entry card
- NEXUS card
- Resubmit your document: Log in to My Account → Profile → Verification Process
Best practices for Successful Validation
Ensure document clarity:
- Capture the document clearly, ensuring all four corners are visible.
- Ensure all details on the document are legible.
- Avoid blurry images, low resolution, or poor lighting conditions.
Verify expiration dates:
- Confirm the document is valid and not expired.
Submit complete documentation:
- Provide all required parts of the document in full.
- Ensure the document is in your name.
Double-check before submission:
- Verify that all fields and documents meet the specified requirements before submitting.
For more details, please check our article Acceptable Documents for My Verification