Why was my identity document rejected, and how do I fix it?

Updated 13 November 2026

We email you the reason when your identity document is not accepted. Fix the problem the email describes, then upload a new photo from the Verify page with Start verification.

Where to find the reason

The rejection email. It explains the specific problem with your document.
The Verify page. In the client portal at app.jafx.com, the page shows one overall status under "Current status", such as Rejected or Failed. It does not show a separate result for each document.

If the reason is unclear, contact our support team. Use the Chat button for live chat, or email support@jafx.com from your registered email address.

Common reasons and the fix for each

Reason	What to send instead
Blurry, unreadable or glare on the image	A new photo that is sharp, in colour and taken without flash, with all four corners visible
Part of the document cut off	A new photo showing the full document, with all four corners
The back is missing	A photo of the back of your ID card or driving licence
Details covered by a finger, a sticker or anything else	A new photo with nothing on the document. Your full name, date of birth, document number and expiry date must all be visible
Black-and-white copy, scan or image converted into a PDF	A colour photo (JPG or PNG) of the original document
Screenshot or photo of a screen	A photo of the original physical document
Edited or irregular image	An unedited colour photo of the original document, showing all four corners
Password-protected file	The same file without a password
Damaged, cut, hole-punched, or marked VOID or cancelled	A photo of another valid document. Normal wear is fine if every detail can be read
Name or date of birth doesn't match your account	See The name on my document doesn't match my JAFX account

Your ID must be a photo in JPG or PNG format, and each file must be under 10MB.

Tips for a good photo

Place the document on a plain, dark, flat surface in good, even light.
Turn off the flash if it causes reflections.
Keep all four corners in the frame.
Keep your fingers and other objects off the document.
Check that the photo is in colour and all text is sharp before you upload it.

Expired or expiring soon

Expired: your document must be valid on the day we review it. Send a photo of a valid passport, ID card or driving licence.
Expiring soon: we may suggest that you send another valid document instead, so that your account stays verified.

Digital, paper and military IDs

Digital IDs and digital driving licences shown on a phone or another screen are not accepted. A digital ID supplements your physical document. Send a photo of the physical document, or of another valid passport, ID card or driving licence.
Paper ID cards are not accepted. Send a passport, ID card or driving licence.
Military IDs are generally not accepted. Send a valid passport, ID card or driving licence.
Temporary residence permits are not accepted. If you have no passport, ID card or driving licence, we may accept a permanent residence card instead.

For the full list of accepted documents, see Which identity documents can I use to verify my account?

Front and back as separate images

For an ID card or a driving licence, we need both sides. Upload the front and the back as two separate images, because we check each side on its own. Don't put both sides in one photo.

If your proof of address was rejected instead, see Why was my proof of address rejected, and how do I fix it?

Uploading a new document

Sign in at app.jafx.com.
Click Verify in the menu bar. On a phone, open the menu first. You can also use the verification banner on your dashboard.
Under "Verification steps", open "Verify your identity".
Click Start verification and follow the on-screen steps.
Upload your new document when asked. When you finish, your status changes to "Under review".

Start verification only works once your phone number is verified. If you see "Verify your phone number first. The identity check needs it.", see How to verify your phone number (and "Verify your phone number first. The identity check needs it.").

For the full verification steps, see How to verify your account (KYC).

If Start verification isn't shown

You can't upload a new document yourself while:

your status is Under review, or
you have used all your tries at the identity document.

In that case, contact our support team and we'll help you finish. The verification panel also says: "Stuck, or out of tries? Contact support and we'll help you finish." See The identity check won't start, won't upload or says I'm out of tries.

To contact us:

Live chat: click Chat in the top bar of the client portal. On a phone, open the menu and choose Human Support. You talk to a real person.
Email: write to support@jafx.com from the email address registered on your JAFX account.

We will never ask for your password, your 2FA code or a one-time code.

We are available 24/7 via live chat or email.

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