For an application to be successfully approved, it has to meet several requirements. However, there are situations where an application gets rejected. In the list below, you can find the most common reasons for declining an application and more information on how to meet all the necessary criteria.
- Document is not supported
An application gets declined when other documents rather than a national ID card, a passport or a residence permit issued by EEA member states 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
An application gets declined when some information details are unverifiable due to some parts of the identity document being covered or hidden. When taking a photo or a video of your identity document, make sure that you do not cover any information with your hand.
- Video pattern
An application gets declined when an assigned video pattern is performed incorrectly. In the document filming step, the ZealiD application introduces a short animation and instructions on how to do a video pattern. Try to film the video as indicated in the application: place your national identity card or a passport on a flat surface, hold your phone approximately 15 cm above the document, and follow the purple dot with your phone to make the pattern.
If you are using an ID card or a residence permit, you have to film the pattern on both sides: on the front and on the backside of your ID. Read the instructions on the application, which will inform you about what side of the ID has to be filmed. If you are using a passport, the pattern is filmed once on the biodata page. The video pattern has to be filmed focusing on the document itself but not 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?