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. In most cases we find that dim lighting or not placing your ID on a dark surface prevents the image from being captured. Try taking the picture of your ID again on a dark background
2. Try taking a picture of your ID in brighter area
3. When you reach the selfie stage of your verification process, pleasure 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
 
 
Hope this helps! If you are still encountering issues after following the steps above and after trying a valid Canadian Issued Passport, please reach out to our support team at hello@mydoh.ca, and one of our agents would be happy to assist further.