There could be several reasons why your document is not being captured.
To help ensure your documents are acceptable, we suggest the following:
- Begin by using your original document (not a copy or scanned image)
- Be sure to photograph the appropriate document (passport/visa) in a bright, well lit room
- To avoid glare, don’t use flash
- Ensure that the entire document is captured and that none of the important areas are covered
Before completing/submitting the image capture, please check that all documents in the picture are clear and legible.
If you are still facing difficulty, please contact customer service by emailing customer support at email@example.com.