This is usually because we’ve not been able to verify your identity from the photos you provided.
Before uploading the photos again, check your:
- photos are clear and in focus
- registered name is the exact name as shown on your ID document
- selfie photo is a photo of you at the time of verifying your identity, not a photo of your ID picture
ID document has not expired
You can update your details, such as your name, in app or on the website before uploading your photos again.
You can find more information about uploading your ID and selfie at: How to register with GP at Hand
If you need more information or are having problems uploading your ID, please contact our support team on 03308082217 or email firstname.lastname@example.org.