Documents and coverage
Why will my document not upload or read?
Check the capture, document type, file format, size and exact error before asking for another submission.
Toden team · 2 min read · English
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Short answer
A failed upload, an unreadable document and a declined document check are different problems. First identify which step failed and read the displayed message or response code.
If you are completing verification
Use your own current document and the document type requested by the business. Place it on a plain surface, show the full edges and avoid glare, blur or fingers covering the text. Capture both sides when the flow asks for them. Follow the camera instructions instead of photographing a screen or an edited copy.
If the page cannot open the camera, check the browser’s camera permission and that another app is not using it. A poor connection can interrupt an upload even when the photo was captured correctly. If the link has expired or the business needs a fresh attempt, contact that business for the correct next step.
If you are building the integration
The upload guide defines the file type and capture slot. The general upload limit is 25 MB. Supported image formats include JPEG, PNG and WebP; supported video formats include WebM and MP4. PDF is accepted for proof-of-address and business-document slots, not as a replacement for every image capture.
Use the returned mediaId in the matching verification slot, with the same account and environment. Uploading a file does not itself submit a verification. Unattached uploads have a short lifetime, so do not design a flow that assumes they remain available indefinitely.
When another attempt is appropriate
If a fresh capture can correct the problem, an authorised reviewer can request the affected steps again. If the source is unavailable or the application mapped a field incorrectly, repeated captures will not repair that fault. Send support the reference, environment, file type and error code; do not attach real documents to an ordinary email.
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