Verifying your identity is an essential step to guarantee the security of your TrustMe account and protect your digital identity.
If your ID document was rejected, this doesn’t necessarily mean your document is invalid or that your account can’t be created. In most cases, the rejection is simply related to photo quality, the conditions the photos were taken in, or not following certain instructions during verification.
Don’t worry: you can restart your verification as many times as needed.
Why does TrustMe verify my identity?
Identity verification confirms that you are indeed the holder of the document provided.
This step is essential to protect your identity, limit the risk of identity theft, and allow our partners to identify you with confidence.
For this reason, the checks carried out during verification are particularly thorough.
The most common reasons for rejection
Your document can be rejected for several reasons.
The video or photo of the document is blurry
This is one of the most common causes. If the video or photo is blurry, important information such as your name, date of birth, or document number may become unreadable.
Our tips:
- Clean your camera lens
- Hold your document flat in your hand
- Keep your phone completely still
Your document has expired
If your document has expired, it may be rejected. We recommend presenting an up-to-date document, different from the one already submitted. If you don’t have another document, we recommend renewing this document with the service that issued it.
In certain situations, such as an expired residence permit accompanied by a valid receipt, a specific procedure exists.
We invite you to check the corresponding article if this applies to you.
The information is hard to read
All the information on your document must be perfectly legible.
A video or photo that’s too dark, too bright, or of poor quality can prevent the information from being read.
The selfie couldn’t be validated
During identity verification, it’s also necessary to confirm that the person using the app is indeed the holder of the document provided.
The selfie may be rejected if:
- Your face is partially hidden
- The room is too dark
- Two people are visible on the screen
- You don’t perform the movements requested on screen
We recommend removing anything that could hide your face, such as a cap, hat, or sunglasses, and performing the verification in a well-lit location.
The lighting isn’t suitable
Light that’s too low or, conversely, too strong can make your document hard to analyze.
Choose a well-lit location with natural light.
Avoid glare caused by a lamp or by sunlight directly on your document.
You presented a photo of your document
Your document must always be presented in its physical form.
Photos displayed on a phone, tablet, or computer screen are not accepted.
The requested movements weren’t performed
During identity verification, certain steps ask you to make a movement with your document or your face.
These movements confirm that you are a real person.
If these movements aren’t performed correctly, the verification may be rejected.
Take your time and carefully follow the instructions shown on screen.
Your internet connection was unstable
A poor internet connection can interrupt or degrade the transmission of the information needed for verification.
If possible, use a stable Wi-Fi connection, or make sure your mobile network has good coverage before trying again.
The information provided doesn’t match your document
The information entered when creating your account must exactly match the information on your ID document.
In particular, check:
- your last name
- your first name
- your date of birth
A simple typo can cause your verification to be rejected.
Your document is damaged
A document that is very worn, torn, folded, or missing parts can be difficult to analyze.
If some important information is no longer visible, your document may be rejected.
Part of the document is covered
Be careful never to place your fingers on your document while taking the photo.
All information and all four corners of the document must remain fully visible.
Will I know the reason for the rejection?
If your document is rejected, you’ll receive an email letting you know that your verification could not be validated.
For security reasons, the exact reason for the rejection is not shared.
We therefore recommend restarting your verification, carefully following the tips on this page.
Can I try again?
Yes.
You can make as many attempts as needed.
Each new verification will be reviewed within the usual processing time.
When should I contact support?
If your document is rejected a first or second time, we recommend restarting the process while following the tips in this article.
However, if your document is still rejected after three or four attempts, we invite you to contact TrustMe support.
Our teams will be able to review your situation and help you identify the source of the problem.