- Won't approve ID

posted on December 22, 2013.

Hi there,

I really hope you can help. I'm in a loop with which I don't know how to resolve.

They are refusing to verify my ID with the latest email saying:

"Unfortunately the copies you sent us were partially cropped therefore please ensure that the whole of the document is clearly visible including all edges and that all text is legible.

Please instead of saving mixed docs in the same file our Security department kindly suggest you to save 1 doc copy (fron/back) per file."

I have sent 5 different versions of the same ID... both as a high quality scan and then with a Nikon D7000 DSLR camera, with perfect clarity - even when zoomed right in - and all information is 100% legible. The first images I sent had slightly cropped edges, but I fixed that and now all edges of the cards have space around them. I have had to crop the background (ie. the chair it was on) in order to provide a closeup. The last attachments I sent to them had 3 separate files, 1 for each doc and all were under 2mb.

I can show you the images if it helps, as well as the repeated emails I have received. I can assure you that there is NOTHING wrong with the ID. In fact I have never produced such clear and legible ID... not for jobs with the government, not passports, licences, rental houses or anything at all! I am feeling very scammed.

I look forward to your reply.

Kind Regards

posted on December 23, 2013.


Thank you for raising awareness of the issue you were experiencing.

We investigated the incident further and have provided you with a further update on your registered email address.

Apologies for any inconvenience caused. If you have any other issues or questions please do not hesitate to contact us directly via telephone, chat or email ([email protected]).

Many Thanks

Customer Support Team -