There may be several reasons why your ID photo is not being accepted, or why you are having trouble taking a ID photo. Here are 6 common problems that you may come across as you attempt to complete your ID verification with us.
Please note that the following are only examples of common errors that you may be facing.
Common Error #1: Blurry Photo Detected
This issue may arise because the photo you have taken is too blurry for the system to process the information on the ID.
Before taking your photo, make sure that the ID is in focus, can be clearly read through the camera, and that you keep the device taking the photo as stable as possible.
Common Error #2: Document Not Detected
This issue may arise because the photo you have taken does not recognise a supported document, or there is no document at all visible in the image.
Before taking your photo, make sure that the ID is in frame, before confirming, check the image over again to make sure that your ID is there and can be clearly read. Also ensure that you are using a supported document, which can be any of the following:
A photo of your passport information page
A driving license
A national identity or passport card
A permanent resident card
You can refresh the webpage or click back on the interface to select or de-select a supported ID document of your choice.
Common Error #3: Glare Detected
This issue may arise because the photo you have taken has glare from your background lighting that is preventing the system from processing the information on the ID.
Before taking your photo, make sure that the ID is in focus, can be clearly read through the camera, and that there is no light glaring onto the document that may be blocking out any information.
Common Error #4: Cut-Off Image Detected
This issue may arise because the photo of your document is cut off partially by being out of frame. For example, if certain letters or numbers are not in-frame of the photo you have taken, this error may occur.
Before taking your photo, make sure that the ID is in frame, and can be clearly read through the camera. Ensure that your hand or fingers are also not covering any information on the ID.
Common Error #5: File Not Uploading, or Unsupported File Type
This issue may arise because the document you have uploaded is too large, or is not a supported document type.
If you are uploading a document instead of taking a real-time photo, make sure that:
The document is smaller than 10MB
The document is an image file
The document is not a scanned file or a photocopy
Scans and photocopies may cause errors and will make it more difficult for the system to verify your information reliably.
Common Error #6: Connection Lost, or Something's Gone Wrong
This issue may arise because your internet connection has cut off before or at the very moment that your ID photo is trying to be processed or uploaded.
Whilst your regular internet connection may be functioning properly, there may be certain factors blocking your connection from allowing the ID verification system to proceed. If you run into this error, you can try one or more of the following:
Check that your internet connection is working on other sites
Ensure that your browser or phone does not have privacy settings that prevent the Caleb & Brown site from proceeding
Use a browser or device that does not have activated or in-built proxies, VPNs, or site blockers
Refresh the webpage and retry the process again
Use a different device, such as another mobile phone, tablet, or computer
Clear your browser cache or cookies
If you have any questions or issues, know that we are here to help you step-by-step. You can ask our Customer Support through the Chat button in the bottom right corner of the page, call our support help desk on +61 1800 849 149 (Australia/International) or +1 (844) 494 6515 (North America), from 7am to 5pm (AEST), or by submitting an enquiry on our website.