If its the first time you are verifying with Vivastreet and want to learn how to do it, please check How do I ID verify my account?
If you've followed all the verification steps and Yoti is still not accepting your ID, this article explains why it might be failing and what you can do to fix it.
Why does Yoti verification fail?
Most failures come down to one of these reasons:
1. Poor image quality The camera couldn't read your document clearly. This happens when:
There's not enough light
The image is blurry or out of focus
The document is held at an angle or too close to the camera
A hologram on the document is catching the light and obscuring text or photos
2. Wrong document type selected If you selected the wrong ID type before scanning (e.g. selected "passport" but uploaded a driving licence), Yoti will reject it. You must match the document type to what you're actually scanning.
3. Details don't match your account The name or date of birth on your ID must match exactly what's registered on your Vivastreet account. Even minor differences (shortened names, middle names missing) can cause a failure.
4. Your document isn't supported or has expired Yoti only accepts valid, in-date documents. Expired documents will not pass. Birth certificates, utility bills, and bank statements are not accepted.
5. You previously verified before July 2024 Older verifications no longer meet the legal standard required by the Online Safety Act. If you verified before July 2024, you'll need to go through the process again — this isn't a failure, it's a requirement.
6. Technical issues Using a VPN, Incognito/private browsing mode, or an older browser can interfere with the Yoti process and cause it to stall or fail.
Accepted ID documents
Yoti accepts the following documents for UK-based verification:
Document | Accepted? |
UK Passport | ✅ Yes |
UK Driving Licence (full or provisional) | ✅ Yes |
National ID Card (EU/EEA) | ✅ Yes |
International Passport (non-UK) | ✅ Yes |
Birth certificate | ❌ No |
Utility bill | ❌ No |
Bank statement | ❌ No |
NHS card | ❌ No |
Important: Your document must be valid (not expired) and in your current legal name.
How to retry
Before trying again, run through this checklist:
Use good lighting — natural light or a bright room works best
Place your document flat on a surface — don't hold it up to the camera
Make sure the full document is in frame — no cut-off edges
Turn off your VPN if you're using one
Switch to a different browser — Firefox tends to work best
Make sure you are not in Incognito/private browsing mode
Check your document matches the type you selected in Yoti
Confirm your name and date of birth match your Vivastreet account exactly
When you're ready:
Log in to your Vivastreet account
Go to My Account
Select Get verified for FREE
Follow the Yoti steps again from the beginning
Still failing after retrying?
If you've tried again with the checklist above and it's still not working, contact our Customer Service team. When you get in touch, let us know:
Which document you're trying to use
What step the process is failing at (e.g. selfie, document scan, processing)
Any error message you're seeing
We'll look into it and advise on next steps.
⚠️ Note for non-UK nationals: If you don't have a UK passport or driving licence, you'll need to use a valid national ID card or international passport from your country of origin. If you're having difficulty with your specific document, contact us and we'll do our best to assist.