For drivers

Verification didn't pass — what now

Most failures are photo quality. Here's how to fix each reason.

Couldn't read your ID: it's almost always glare or blur. Retake the photos near a window with the document flat on a table, and make sure all four corners are visible.

Face check didn't complete: find even light on your face, take off hats and sunglasses, hold the phone at eye level, and follow the on-screen prompts.

Expired ID: use a current document. Name didn't match: these go to a person automatically — small differences never auto-fail you.

The result screen always tells you exactly what happened, why, and which try it was. You get 3 tries per day — and a try only counts when you SUBMIT your photos. Starting, reading the screens, and retaking photos are always free.

If your case goes to a person — a borderline face check, a name that reads differently, commercial paperwork without a med card — that's not a failure: you don't redo anything, a human simply decides, usually within 24–48 hours, and the decision appears on your dashboard.

Used all 3 tries? Your photos stay saved. Come back when the screen says tries reopen (about 24 hours after your first submission) and submit again.