Things to check when entering your ID details
There are a few things that might stop us from verifying the information on your ID. If you’re getting an error message, here are some things to try.
Has your ID been compromised in a data breach?
If so, you may not be able to use the compromised ID details to verify your identity. If you've updated the ID since the breach, please use your new ID to verify your identity.
Double check the dates
If your ID is expired, we can’t use it to verify your identity.
Ensure that you use the DD (Date) MM (Month) YYYY (Year) format for all dates on your ID. For example, if your date of birth is 12 Jan 2000, enter it as 12/01/2000.
Make sure the document has your full legal name
If a document has a nickname or abbreviated name, it might not work for ID verification. If this is the case, you can use a passport, as it usually has your full legal name on it.
Type your name exactly as it appears
You must enter your details exactly as they appear on the ID, even if you use a nickname or abbreviation for your account with us. For example, you go by ‘John’, but if your legal name is ‘Jonathan’, you’ll have to use your legal name for your ID check.
If you have any special characters such as hyphens or apostrophes, ensure you include them. For example, do not enter Mary Jane OConnor if the name on your ID is Mary-Jane O’Connor.
Check each document number
Check the dates and document numbers you’ve entered for any errors or typos.
Use the descriptions and reference images to make sure you’ve entered the right details into the correct fields.
Need help finding a number? Check our ID verification guide.
Tips on using a passport
Dual citizenship
If you are a dual citizen, please use your Australian passport for verification.
Enter your first and last name in the correct fields
Some International passports may have the name in one field, with the surname or family name at the front of the first or given name. When completing identity verification, please ensure you enter your given or first name in the 'first name' field, and your surname or family name in the 'last name' field.
Use the name on your visa
If your details on your International passport and visa differ, enter your details exactly as they appear on your visa. For example, if you have a middle name on your passport but not on your visa, do not enter your middle name for identity verification.
Check your visa details
You must use the passport that is linked to your visa. You may fail verification if you have recently renewed your passport and haven’t linked your visa to your new passport yet. To do this, contact immigration authorities before completing identity verification.
Can’t use your preferred ID?
We currently only accept the four listed ID types. If you do not have one of these IDs, please contact the relevant authority before beginning identity verification.
If none of these tips help, use the Let’s chat button in the bottom right corner, or give us a call on (8am-8pm AEDT, 7 days).