Please ensure the following:
- not obscure any part of the photo page of the passport especially any machine-readable text
- in a well-lit room, this needs to be bright but not to the extent that there is glare reflecting from your document
- holding your device carefully so that the app can capture a clear, stable image.
- holding the device in such a way that ensures the corners of the document are within the capture region of the screen within your app
Additionally, you can try:
- to capture this using your front-facing camera if you are having ongoing difficulties
- to attempt submission of an alternative form of ID
I hope this helps! In case you still encounter difficulties, please contact us via [email protected] and the team will review the matter and help out!