IDs are checked automatically, so they're rejected if the system can't read them clearly – usually because of an expired document, a screenshot, cropped edges, glare or a name that doesn't match Companies House. Take a new, clear photo and upload it again.
Common reasons
The document has expired: make sure your passport or driving licence is still valid.
It's a screenshot: screenshots lose image quality and are rejected automatically. Upload the original photo (JPG or PNG) or a PDF scan.
The image is cropped: all four corners and edges of the document must be visible, against a flat background.
Glare or blur: shiny surfaces on licences and passports often reflect office lighting. Take the photo near a window in natural light, without flash, and keep fingers clear of the document.
Name mismatch: the name on the ID must match the name on Companies House or your company registration documents exactly. Watch out for shortened names or missing middle names.
How to re-upload
Take a new, clear photo of a valid photo ID, following the tips above.
Save it as a PDF, JPG or PNG.
Open your Carwow Wallet account and follow the instructions on screen to resubmit the required documents.
Things to know
Every Director needs to be verified. If a Director is unwilling to upload a photo ID, see Why do all directors need to provide information?
See what a good upload looks like: What should my documents look like?
Need further assistance?
If you have questions or need help, the Carwow Wallet team is available via your preferred channel:
Webform: Submit a support request
Phone: 020 4586 4000 (Select Option 3)
Email: wallet@carwow.co.uk