Why have I been asked to re-upload my ID documents?

To meet government identity verification standards, we may occasionally ask you to provide a clearer photo of your ID or upload an alternative document if the original does not meet the required standards.

Common reasons we may request a new document or further information:

• Expired ID - Documents must be current, except Australian passports, which can be up to 3 years expired or an International passport which can be expired if linked to current Visa.
• Name mismatch - The name on all ID documents must be consistent. If you've changed your name or your document lists your name incorrectly, you may need to provide a marriage, change of name certificate or alternative document.
• Blurry image - We must be able to clearly read your document.
• Unsupported ID - The document provided is not on the accepted ID list.
• Selfie requirements not met - Your selfie must clearly show you holding one of your ID documents.
• Translation required – Non-English documents must be accompanied by a NAATI-certified translation.

If we need additional information or documents, our team will contact you via email.