Sorry to hear! Here are some quick tips to help, so please make sure that:
You are using a real document and not its copy
You are over 18 years old
Your document is valid and not expired
Your document is not blurry
There is enough light
All borders of the document are visible
Your document is not laminated or in a protector
Your document is suitable for identity verification. See accepted documents here.
If the issue persists, do not hesitate to contact our support team.