If your photos were denied, you'll receive an email notification with the reason for denial, and a notification will also display at the top of your Account Settings page. You can submit your photos again on the edX Identity Verification page.
Common reasons for denial:
Photo ID Not Provided
This means that you did not submit an image of your photo identification card for the second photo. When you submit your photos, the second photo should be a picture of your photo ID card. We accept most identification cards with your photo and name on it.
We recommend that you try again one more time, ensuring that for the second photo, you take a still, clear picture of your photo ID with the name on your ID fully visible.
User Photo Not Provided
This means that you did not submit an image of your face for the first photo. Please note that our verification software will not accept professional headshot images, but rather the user photo must be a 'selfie' that you take yourself.
When you try again, in the first photo, make sure that you take a clear, centered picture of yourself with your device's camera. Optimal camera positioning varies with each computer, but generally the best position for a headshot is approximately 12-18 inches (30-45 centimeters) from the camera, with your head centered relative to the computer screen.
Text Not Clear
This means that the name on the image of your photo ID card was too blurry or not readable in the second photo. When you try again, for the second photo, hold your ID card as still as possible and make sure that your full name and photo are visible in the image. Generally, the best position for a photo of an ID card is 8-12 inches (20-30 centimeters) from the camera, with the ID card centered relative to the camera.
Name mismatch
This means that the name on your edX account does not exactly match the name on the photo ID you provided. This includes being in the same language or alphabet.
You may update the name on your edX account before trying again in your Account Settings. If you prefer to use a different name other than the name on your photo ID card, you can change your name back after your verification photos have been approved.
If you have an accessibility limitation that prevents positioning yourself or your ID card, please contact our Learner Support team by clicking Help at the bottom of this page.