Our verification system uses automated security scanners to validate identity documents instantly. If your document was flagged as "poor quality," it usually means the AI software couldn't read the security features embedded in the ID.
How to sort it:
Avoid common scanner pitfalls by checking the following before you re-upload:
No Screenshots: Do not upload a screenshot of a photo taken on a smartphone. Screenshots strip away document clarity and file metadata, causing automatic failure. Always upload the original photo file (JPEG/PNG) or a direct PDF scan.
Show all four corners: Do not crop the image closely around the ID card or passport page. The scanner needs to see the entire document, including all edges and corners, against a flat background.
Check for glare: Overhead office lighting often creates a white glare on the shiny surface of driving licences or plastic passport pages, blinding the scanner. Try taking the photo next to a window in natural light without using your camera's flash.
Need Extra Support?
If you encounter an unexpected error message or need further assistance, please contact the our dedicated Carwow Wallet team directly using one of the methods below:
Email: wallet@carwow.co.uk
Phone: 020 4586 4000 (Select Option 3)
Wallet Support Form: link here