Why My Document Was Rejected — Common Reasons and How to Fix Them
A rejection is not a failure — it is just a request to fix something. This article explains the most common reasons documents are rejected and what to do…
Why My Document Was Rejected — Common Reasons and How to Fix Them
Documents are commonly rejected for eight reasons: blurry photo, cut-off edges, glare or shadow, expired document, wrong document uploaded, name mismatch, missing signature or stamp, and wrong file type or size. A rejection is not a failure — it is a request to fix something specific. This article explains each reason and exactly what to do about it.
How to find the reason
- Open the Documents page.
- Tap the rejected document — it will be marked Revision needed.
- Read the note from the reviewer. It explains exactly what went wrong.
The most common reasons
1. Photo is blurry
The reviewer cannot read the text. Take a fresh photo with better light and a steady hand.
Fix: Take a new photo near a window. Hold the phone still or rest your elbows on a table.
2. Part of the document is cut off
A name, date, or signature is outside the photo.
Fix: Move the camera back so all four corners are inside the frame before you tap the button.
3. Glare or shadow over the text
A flash, a window, or a lamp has caused a bright spot.
Fix: Turn off the flash. Move to softer, indirect light. Tilt the document slightly to remove glare.
4. Document is expired
Some documents have expiry dates — including NBI Clearance, Driver's License, PRC License, and Medical Reports. An expired document will not be accepted. Check the expiry date on your document before uploading. If your document type cannot be renewed (for example, a historical Medical Report), contact support for guidance.
Fix: Get a renewed version, then upload it.
5. Wrong document was uploaded
For example, the back of a passport instead of the photo page, or a Student Permit instead of a Driver's License.
Fix: Read the document card carefully. Upload the right page.
6. Name does not match other documents
If your Birth Certificate says one name and your Passport says another, the reviewer will ask for proof.
Fix: Upload your Marriage Certificate, Court Order, or any other official name-change document that explains the difference.
7. Missing signature or stamp
This is common with Employment Certificates.
Fix: Ask the company to add a signed and stamped copy. Or use Referee Verification (see How to ask a former employer to verify you).
8. Wrong file type or too big
Most documents are accepted as JPG, PNG, or PDF files. Check the upload screen for the current maximum file size, as this limit may vary.
Fix: Save the file as a smaller image, or take a fresh photo.
After you re-upload
The status changes back to Uploaded and a reviewer will check it again. Review typically takes 1–2 business days. You will receive a notification once it is approved. If the status has not changed after 3 business days, contact support.
Tips to avoid rejection next time
- Read the reviewer's note carefully.
- Use the tips in How to upload a clear, accepted document.
- Take 2–3 photos and pick the best one before you tap Save.