Having Trouble with Jumio

If you are experiencing issues with completing the online ID verification, please read through the following guidance and try validating yourself again.

• Taking a Photo of Your ID
• Taking a Selfie

Taking a Photo of Your ID

When taking a photo of your ID, ensure the  ID is flat and fits entirely inside the box.  No sides should be cut off.

Your photo must meet the requirements below: 

• Take a photo of the original document - Do not upload screenshots or black and white photocopies.
• Ensure the photo on your ID is clear and not obscured by the hologram.
• ID must be in date (not expired) and signed.
• Ensure that the machine readable zone at the bottom of the passport is visible - Not cut off or covered by your fingers when holding the ID.

Here is a Passport Example:



Here is a Driving Licence Example:



Taking a Selfie

When taking a photo of your face,  centre your face in the frame and follow the on-screen instructions. For example, you may be asked to move closer or move backwards.

Please ensure that your selfie meets the following requirements:

• Hold the camera at eye-level and look directly into the camera - Do not hold the camera above, below or look away.
• Take the photo against a plain background - With no other objects or persons in the photo.
• Keep a neutral expression - Eyes must be opened and mouth closed. No squinting or smiling.
• Take your photo under good even lighting - Do not take within a dark room.

Still Need Help?

If you are still experiencing problems with completing the online ID verification, please email our Customer Services team at theteam@madesimplegroup with screenshots and a brief explanation of your scenario.