Why have I been asked for a different ID?
Sometimes the first ID document you upload can’t be verified with enough certainty. This can happen if the photo is unclear, the document details don’t fully match government records, or the ID type doesn’t meet your service provider’s requirements.
When this happens, your service provider may ask you to go back into your wallet and upload a different photo ID, such as your passport instead of your driver licence.
You don’t need to create a new wallet. You simply update the identity you’ve already set up.
What You’ll Need
A different, current (non-expired) photo ID, such as:
Australian Passport
Australian Driver Licence
Plus:
The link your service provider sent you
Your passkey or authenticator app (if you added one)
A device with a camera, or a clear photo/scan of your ID (JPG, PNG or PDF, max 10MB)
Step 1: Open Your Wallet and Sign In
Open your wallet using either:
The link your service provider sent you, or
Directly at https://portal.verifime.com (if you have a passkey or authenticator app code)
Depending on how you arrive, you’ll either be asked to sign in straight away, or see a short welcome page first. If you see a welcome page, follow the prompts to continue to sign in.
To sign in, enter your email address and confirm it’s you using the method you set up when you created your wallet, such as a passkey, an authenticator app or a code sent to your email.
Can’t sign in? Contact [email protected] and we’ll help you get back in.
Step 2: Select Your Identity
Once logged in, you’ll see your wallet’s home screen
Under “Identities”, click the tile for your personal identity to edit it
Your existing details will be pre-filled. Check they’re correct, then click “Continue”
Step 3: Upload Your New Photo ID
From the dropdown, select the new document type you’re uploading (e.g. Passport)
Upload your document by:
Drag and drop (on a computer)
Selecting a file from your device
Taking a photo with your device’s camera
Step 4: Check Your Details
VerifiMe will read the details from your document automatically
Check the document number, name, date of birth and expiry date are correct
Fix anything that’s been read incorrectly
Click “Continue”
Step 5: Face Check (If Requested)
If your service provider requires a face check, follow the on-screen prompts. If not, you can skip this step.
Step 6: Submit
Click “Submit and Share”
Your updated ID will be shared with your service provider once verification is complete. You’ll receive an email when it’s done.
Tips for a Successful Upload
✅ Do:
Capture the whole document, with all four corners visible
Use good lighting and a plain background
Remove the ID from any plastic sleeve
Make sure all text is sharp and readable
❌ Don’t:
Upload expired documents
Use blurry, dark or angled photos
Let glare, shadows or fingers cover any details
Need Help?
If you have any issues, contact our support team at [email protected].