Who This Is For
Users who have received a document rejection and need to upload a corrected version.
What You'll Achieve
👉🏼 Understand why your document was rejected
👉🏼 Upload a corrected document
👉🏼 Avoid common rejection issues in the future
Step-by-Step Instructions
Step 1: Navigate to My Documents
Click My Documents in the sidebar.
Step 2: Locate the Rejected Document
Documents with issues display:
A red "Rejected" status chip
A "Needs Attention" badge on the category (desktop)
An expanded rejection panel with the specific reason
Step 3: Read the Rejection Reason
The rejection panel shows exactly why your document was not accepted. Common reasons include:
Rejection Reason | What It Means | How to Fix |
"Document is older than the required timeframe" | The document is dated more than 3 months ago | Obtain and upload a recent version |
"Image is blurry or text is not readable" | The photo quality is too low | Retake with better lighting and stability |
"Document is incomplete or missing information" | Key sections are cut off or missing | Upload the full document, including all pages |
"File format not supported" | The file is not JPEG, PNG, or PDF | Convert to an accepted format |
"Document appears to be edited or modified" | Signs of digital alteration detected | Upload an unedited original scan or photo |
Step 4: Click "Upload New Document"
Within the rejection panel, click the Upload New Document button.
Step 5: Select Your Corrected File
Choose the new file from your device. Ensure it addresses the rejection reason.
Step 6: Confirm Upload
Wait for the upload to complete. The status changes from "Rejected" to Under Review.
What Happens Next
The new document enters the review queue
You receive an email when the review is complete
If approved, status changes to Verified
If rejected again, repeat this process with further corrections
Prevention Tips
To avoid future rejections:
Check document dates — Employment letters and income documents must be from the last 3 months
Use good lighting — Natural daylight works best for photos
Keep documents flat — Avoid creases, shadows, or curved surfaces
Upload complete documents — Include all pages of multi-page contracts
Use PDF when available — Scanned PDFs maintain higher quality than photos