I am not able to scan my passport what do I do?

If you are experiencing trouble scanning your passport please check the follow things.


  • The passport is open on the photo page
  • The passport page is free of reflection from light or other obstructions e.g. fingers
  • The passport is aligned to the on screen overlay with photo and all details visible in the capture window
  • The device is held directly over the passport and not at an angle – holding at an angle can cause a distorted image


If you have checked all of these and you are still experiencing an issue, please contact our help desk where an operator will be happy to assist you further.

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