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 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.

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