When you are making an identity document record from our web portal or from our mobile app, at the second step, you can be confronted with this following message:
This message appears because our automated validation system doesn't succeed in extracting the information on the document on its own.
It's a warning and not a failure message.
This means this identity document will be manually certified.
Several cases are possible to avoid this message:
- Click on the "Continue" button to go on your input.
- Convert the (PDF) file to a PNG or JPG format, then click on "Retry" and upload the document.
- Check the size and be sure this one is below 10 Mo, then click on "Retry" and upload the document.
If you re-enter your request, it will be automatically validated. If not, don't hesitate to click on the "Continue" button to submit your demand for a manual validation.