Documents and identity
Vindex asks for a small set of documents for your primary country, reads every one of them, and confirms with a short video selfie that a real person is completing the case.
Which documents to upload
Each country has its own checklist. You upload from the checklist of your primary country; documents for the other countries on the case are optional. A passport counts towards every country's checklist.
The documents step shows your countries as chips. Each says whether it is required or optional and how many of its documents are in, so you can see at a glance what is left.
Upload a document
Use it whenyou are on the Upload documents step, or a reviewer has asked you for a document.
- 1
Pick the country, then the kind of document, from the checklist.
- 2
Choose the file, or drop it on the page. PDF, JPG, PNG and HEIC files up to 10 MB are accepted.
- 3
Add the details Vindex asks for, such as the issuer and the expiry date, and upload it.
What you will see
Tip
Photograph a document flat, in good light, with all four corners in the picture and nothing over it. Most requests for a better copy are for a cut-off edge, glare across the text, or a blurred photo.
What the automatic checks look for
Every document is read by Vindex's document reader as soon as it arrives. It does three things:
Vindex also compares the documents with each other and with what you declared: a name or date of birth that differs between your passport and your driving licence is pointed out to the reviewer. It does not reject anything on its own. A person, or a review agent whose decision a person accepts, decides what happens to each document.
Accepted, queried, rejected
Each document ends up accepted; queried, which means a clearer copy has been asked for; or rejected, with the reason, when it is the wrong document, belongs to someone else, has expired, or shows signs of alteration.
The liveness check
The liveness check confirms that a real person, present at the camera, is completing the case: not a photo, a screen or a recording. It takes a few seconds of video.
- 1
On the Liveness check step, allow Vindex to use your camera when the browser asks.
- 2
Fit your face in the oval and follow the prompts. Keep still in good, even light.
- 3
Wait for the result. If it does not pass, try again; the step stays open until it does.
If it did not work
A photo cannot be used instead of the video. If the camera does not start, check the browser's permission for the site, close other apps using the camera, or continue on your phone. Glasses with heavy reflections and a bright window behind you are the usual reasons a check fails.
When a reviewer asks for another document
A reviewer can ask for a clearer copy of a document you sent, or for a document by name, including one from a country that was optional. You are notified, and the request appears on your Status page with exactly what is needed and why.
- 1
Open Status, or the Address reviewer request step of your onboarding.
- 2
Upload what is asked for. A document asked for by name appears as its own item, filed under the right country.
- 3
Press to send your response. The case goes back to the reviewers with it.
Up to five rounds
A case can be sent back to the customer up to five times. After that the reviewers decide on what is on file, so it is worth answering each request in full.
More on requests and messages in Track your case.
Something missing or unclear? Signed-in users can tell us from Feedback in the app.