Occasionally, Sumeria's identity verification systems may reject valid, genuine documents. In most cases, Sumeria's systems have not been able to verify the authenticity of the document.
The most common rejection reasons
Here are the most common reasons, which customers should check carefully.
Document put down and not held in one hand
The document must be held in the hand. If in doubt about how to hold the identity document, click here.
Important identity information hidden
All identifying information on the document must be legible. Fingers or hands often obscure the ID photo, personal information, or the series of characters at the bottom of the document.
Reflections from the sun or a lamp
Reflections can make it difficult to read identity information. The ideal position is indoors, close to a window during the day, so that no reflections obscure important information.
The document is blurred or illegible
When customers film their identity document, the application automatically captures photos. If the image is blurred or illegible, the attempt will be rejected by the identity verification teams.
The movement requested is not performed or is performed in the wrong direction
The customer is asked to tilt the document back and forth, as shown in the illustration below. The movement should make the holograms of the document appear.
For more information on accepted documents, click here.
Getting help
In the event that the customer has followed these recommendations but is still unable to verify his identity, it is possible to obtain assistance from the Sumeria team by contacting them at the following email address: contact@sumeria.eu.