Why was my verification document rejected?

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ByLucas Portela
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When a verification document is rejected, it is usually due to a technicality required by Canadian provincial regulations. To protect your balance, our security team must be 100% certain the document is authentic and belongs to you.

1. Photo quality issues

The most frequent culprit is a blurry or unreadable image. If the text is fuzzy or there is a “glare” from your camera flash reflecting off a plastic ID card, the system cannot verify your details.

  • The Fix: Take the photo in a well-lit room with natural light (near a window is best). Turn off your flash and ensure the camera is focused on the text.

2. Missing corners

To prevent fraud, the software must see the entire document. If any part of the edge is cut off, even by a few millimetres, the document will be flagged as potentially altered.

  • The Fix: Place your ID or bill on a flat, dark surface. Ensure all four corners of the document are clearly visible within the camera frame.

3. Expired ID

We cannot legally accept an expired Passport or Driver’s Licence. Under current 2026 guidelines from the AGCO (Ontario) and AiGC (Alberta), your identification must be valid at the time of upload.

  • The Fix: Check the expiry date on your card. If it has passed, you will need to provide a different, valid government-issued ID.

4. Document is too old (Proof of Address)

For proof of residency (like a utility bill or bank statement), Canadian law requires the document to be current to prove you are still in a regulated province.

  • The Fix: Ensure your proof of address is dated within the last 90 days. Any bill older than three months will be automatically rejected by the system.

5. Name mismatch

The name on your documents must exactly match the name used during registration.

  • The Fix: If you used a nickname or a maiden name on your account, but your ID shows your legal name, contact support to update your profile before re-uploading.

❓ Frequently Asked Questions

Can I use an ID that expired last week?

No. Canadian law requires all government-issued IDs to be valid and current. Even if it expired recently, we cannot legally accept it for identity verification. Please provide a non-expired document.

Why do you need to see all four corners of my bill?

To prevent fraud, our system must verify the entire document. If corners are cut off, it could look like the file was altered. Please place the bill on a flat surface and capture all edges clearly.

My bill is 4 months old. Will it be accepted?

Unfortunately, no. For proof of address, Canadian regulations require documents to be dated within the last 90 days. Please upload a more recent utility bill or bank statement to complete your check.