If you're experiencing issues with your ID not being accepted, here's what you can do:
1. Check Your ID
First, please double-check the ID you are trying to use.
Ensure it is:
- Valid: Check that your ID has not expired. An expired ID cannot be accepted for verification.
- Note: Australian Passports that have expired within TWO (2) years are acceptable
- Undamaged: Make sure your ID is not too damaged or faded. If the information on the ID is difficult to read, it may be rejected.
2. Use an Alternate ID
If you suspect your current ID has an issue, we recommend trying an alternate identification document. You can use another form of valid ID, such as a passport or driver's license, if you have one.
3. Contact Your Broker
If you don't have an alternate ID or continue to experience issues, please talk to your mortgage broker. They can guide you on other steps to verify your identity.
4. Support Assistance
If you are applying directly (without a broker) or if your broker is unable to assist, please contact our support team by submitting a Support Request. We're here to help you through the verification process.
We understand that ID verification can sometimes be tricky, and we're committed to helping you you through it. Your application's progress is important to us!