View the entire Frequently Asked Questions (FAQs)
Why has my online ID verification failed?
We require the details of one of the two Government-issued documents to conduct online ID verification:
- Australian Driver's Licence; or
- Australian Passport.
1. You provided details as per Driver's Licence
Suppose you provided the details on your valid Driver's Licence, and your online ID verification fails. In that case, we would not know the exact reason for the failure of the electronic verification of your identity.
2. You provided details as per Passport
Suppose you provided the details on your valid Passport, and your online ID verification fails. In that case, a reason for failure might be that the current residential address that you entered might be different from the address stored with the third-party verification provider. Else, there might be another reason for the failure, and we do not know the exact reason for the failure of the electronic verification of your identity.
Please note that your Australian Passport would not contain your residential address.
The next steps
We use the services of a third-party verification provider who is one of the biggest in the industry. A certain percentage of electronic ID verification queries that we conduct, fail. This failure happens even though the client provides data precisely as shown on her Drivers Licence or Passport. In such an instance, we ask the client for a certified copy of her identity document.
Refer our 'Certifying the Identification Document' page for details on the nature of the certified copy of the identity document that we request.