Most common reasons for declining an application
A ZealiD application may be declined for several reasons. Below are the most common causes of rejection and guidance on how to resolve each issue successfully.
- Document is not supported
Your application will be declined if you submit a document other than a national ID card, passport, or residence permit issued by an EEA member state or the UK are used. You can find our supported documentation list on ZealiD Supported Identity Documents.
- Document is not in frame
An application gets declined when the identity document does not fit into the frame in such a way that all the information provided in the document is fully visible. When you are taking a picture of your national identity document, try to fit it into the frame and make sure that no information is cut off.
- Improper lighting
An application gets declined when some parts of the document are unverifiable due to poor lighting. Try to capture your identity document in natural lighting, make sure that all the information provided in the document is clearly visible and readable.
- Document is blurry
An application gets declined when the photo of an identity document is blurry and the information provided in the document is impossible to read. When you are taking a photo or a video of your identification document it is important to ensure good lighting and focus your smartphone’s camera on the identity document itself, so that all the information provided in the document is visible and readable.
- Obscured parts
Your application will be declined if any part of the document is covered or hidden, making the information unverifiable. When photographing or filming your document, ensure your hand or any other object does not obscure any part of it.
- Video pattern
Your application will be declined if the video pattern is not performed correctly. During the document filming step, the ZealiD app displays a short animation with step-by-step instructions. Follow the instructions carefully: place your national ID card or passport on a flat surface, hold your phone approximately 15 cm (6 inches) above the document, and trace the purple dot with your phone to complete the pattern.
If you are using an ID card or residence permit, you must film the pattern on both sides (front and back). The ZealiD app will indicate which side to film first. If you are using a passport, film the pattern once on the biographical data (biodata) page. Keep your camera focused on the document throughout - do not film your surroundings.
See a video on how to film a video pattern here.
For more information regarding an application getting declined, you can read our support article - My application was rejected. What does that mean?