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 these things and are still experiencing problems there is a handy walk-through guide available here
If you have checked all of the above and the walk-through and you having problems, please contact us an operator will be happy to assist you further.