Why isn’t my ID scanning?

Are you having trouble scanning your ID? Our sincere apologies for the inconvenience with that! Check out some of our troubleshooting tips below:

1. Not placing your ID on a dark surface can prevent the image from being captured. Try taking the picture of your ID again on a dark background
2. Ensure that you are taking your ID in a bright area with no image glares. 
3. When you reach the selfie stage of your verification process, please ensure you are standing somewhere with direct sunlight, or in a very well lit room. 
4. Please ensure your identification is not expired at the time of verification. See here for accepted ID types.
 
If you are still encountering issues after following the steps above, please reach out to our support team at hello@mydoh.ca, and one of our agents would be happy to assist further.