This means the link you were sent is no longer active.
Please contact our Security team on 0344 375 5504 to request a new link.
Last updated - 8th April 2026
What should I do if I'm receiving an error message when I submit my ID?
Different error messages mean different things. Below is a guide to what each one means and what you may need to do next.
Our phone lines are open Monday-Friday 9am-5pm
Your device or web browser isn’t supported by IDVerse.
You will be prompted to try completing the ID check on a different device or using a different browser.
You will be prompted to try completing the ID check on a different device or using a different browser.
The link you’re using is invalid or incorrect
Check that no extra characters have been added and try clicking the original link from your SMS or email again.
If the issue continues, contact our Security team on 0344 375 5504.
Check that no extra characters have been added and try clicking the original link from your SMS or email again.
If the issue continues, contact our Security team on 0344 375 5504.
Our phone lines are open Monday-Friday 9am-5pm
The image of your ID wasn’t clear enough.
You’ll be asked to retake the photo and given the option to view tips on capturing a clear image.
You’ll be asked to retake the photo and given the option to view tips on capturing a clear image.
Your ID link is no longer valid and has been cancelled by Novuna.
To continue, please contact our Security team on 0344 375 5504
To continue, please contact our Security team on 0344 375 5504
Our phone lines are open Monday-Friday 9am-5pm
The ID you uploaded isn’t supported.
A list of acceptable documents will appear on the next screen, and you’ll be able to upload a different document.
A list of acceptable documents will appear on the next screen, and you’ll be able to upload a different document.
The ID you provided has expired.
You will be prompted to capture an image of a valid in date ID document or given the option to go back to check your details and edit the expiry date if this was captured incorrectly
You will be prompted to capture an image of a valid in date ID document or given the option to go back to check your details and edit the expiry date if this was captured incorrectly
There’s an issue with your device’s camera permissions.
Clear your browsing history, cookies and cache, and ensure camera access is enabled in your device settings before trying again.
Clear your browsing history, cookies and cache, and ensure camera access is enabled in your device settings before trying again.
Your date of birth has been recorded as under 16.
You’ll be taken back to the details page to check and correct your date of birth.
You’ll be taken back to the details page to check and correct your date of birth.
If you’re still having trouble, our Security team can help on 0344 375 5504.
Our phone lines are open Monday-Friday 9am-5pmWas this content helpful?
Sorry an error has occured, please try again
