Why Can’t I Upload My ID Document?

Having trouble uploading your ID document? Whether it’s your SA green ID, SA Smart ID, driver’s license, or passport, we’re here to help! Let’s troubleshoot the issue step by step:

Tips for a Successful Upload:

1. Double-check your ID number

   • Ensure the ID or passport number you enter matches exactly what’s on your document (and what’s registered with Home Affairs).

2. Use natural lighting

   • If possible, take photos in natural light. Avoid fluorescent lighting, as it can create shadows or glare.

3. Turn off your flash

   • Mobile device flash can cause reflections or glare. Keeping it off helps ensure a clear image.

4. Place your document on a flat surface

   • Place your ID or passport on a flat surface and ensure the entire document is visible.

5. Follow in-app instructions

   • Align the document within the App's borders. The app will automatically capture the photo—no need to press anything!

6. Troubleshoot capture issues

   • If the app isn’t capturing the image:
     • Reposition your phone for better alignment.
     • Tap your screen to focus on the camera.
     • Check for any blur or glare on the document and adjust the angle.

7. Avoid taking a picture of a picture

   • Always use the original document for the upload.

If you’re unable to upload your document or verify your ID, don’t stress—we’re here to help! Tap the Get Help button in the app or on our website to chat with our support team.