For information on changes for our US clients, please visit our Support Center article.

Ara
Tips for scanning or photographing ID documents
Global Settings Lock
If you are having trouble editing your address or uploading documents to your account please try turning off your GSL (Global Settings Lock) and try again.
Here are some tips for taking photos or scans that will meet our image requirements.
Note: photos are preferred over scans. 
Using a camera
If using a camera to take a photo:
  1. 1
    Place the ID on a dark surface.
  2. 2
    Use sufficient, natural lighting instead of a flash. It's best if the photo is taken during the daytime.
  3. 3
    Take the photo as directly above the ID as possible. Be sure that your shadow does not cover your ID.
  4. 4
    Make sure that:
    • All four edges of your ID are visible within the image.
    • All information on the ID is clear & legible - no details are blurred or covered.
Using a scanner
If using a scanner to create a scan:
  1. 1
    Place the ID in the middle of the scanner so that all four edges of the ID are clearly visible.
    • Do NOT place the ID against one of the corners or sides of the scanner.
  2. 2
    Place a dark sheet of paper (or a dark covered book or cloth) on top of the ID.
  3. 3
    Scan the ID.
  4. 4
    Crop the scan to fit the ID, leaving around a half inch of space around the edges of the ID.
File requirements for uploads ("Invalid Parameters" error)
You will also need to make sure that your photo/scan meets our technical parameters. 
When uploading documents for account verification, please ensure your documents are not password protected. This will cause delays in the verification process and you will be asked to resubmit the documents with the password protection removed.
If you receive the error "Invalid Parameters", when uploading your documents, this means the file doesn't fit our technical parameters (and in some rare cases, even if it does). 
Make sure that your upload files meet these guidelines:
MinimumMaximum
File size5 KB16 MB
Image dimensions350 x 350px6144 x 6144px
SupportedNot Supported
File types.jpeg .jpg .png .pdf
.csv .docx .heic .xls
  • If one or more of these parameters are not met, your upload will fail.
  • If your file is within these guidelines but you still get the error, please take a screenshot of your image and try to upload that instead.
  • If it still does not work, please contact support and mention "Invalid Parameters" in your message.