What kind of documents do we read out?
Supported Documents: We only scan official IDs, such as ID cards or passports.
Unsupported Documents: The 9ID software cannot read any other types of identification (e.g., Residence Permits).
Best Practices for a Successful Scan
Lighting Matters: If a kiosk is located in a dark area, scanning may be more difficult. Try providing extra light or shifting the ID slightly a few times. If it isn't too busy, use a kiosk with better lighting.
Patience is Key: Don't move too fast; the camera needs a few seconds to focus. The read-out can only begin once the image is sharp.
Background: Use a white background whenever possible.
Fingers: If you're holding your ID booklet, place make sure your fingers do not cover the fields that need to be read out"
Troubleshooting: "ID could not be read out"
If this error screen appears but the ID looks correct, please keep in mind that this is standard system behavior. When the system flags something for review, it is up to the security guard to determine the cause and perform a manual review.
Common reasons for this error:
Invalid Document: The driver used a work permit instead of a valid ID.
Damage: The ID card or booklet is physically damaged.
Glare/Watermarks: The watermark on the ID obstructed the scan. Try another kiosk; the initial one may have been too dark.
Duplicate Profiles: The user has multiple profiles and the ID is already linked to another one.
Action: Select the most recently used profile with the correct legal name.
Note: Avoid nicknames; pay close attention to special accents or compound names.
Cleanup: Archive any redundant profiles.
System errors explained
Document could not be read out | Our software could not recognize the document, possibly due to glare or a low-quality/blurry image |
Document could not be verified. Please upload the front side of the requested document | It appears that only the back of the document was scanned; please try uploading a clear photo of the front as well |
Document type was not recognized | Our software could not recognize the document, possibly due to glare or a low-quality/blurry image |
This document type is not allowed | The document was recognized, but it is not an ID card or passpor |
User is in review | The account owner of this document is currently being reviewed |
Document number not present | Document number not recognized. Please try again |
Expiry date not present | We couldn't read the expiry date in the photo. Please try uploading it again |
Country name not present | We couldn't identify the country from the photo. You can try uploading it again |
Document is no longer valid | The document you provided has expired. Please upload a valid one |
User is blocked | The document owner is currently blocked in the NineID system |
Original ID is not accepted | Document found for this user, but not yet approved |
User identification needs to be reviewed | The user’s dummy ID has been replaced with a new scan. Manual review is required because the image was obscured by glare or certain fields were missing. |