How can we help you?

Below you'll find the common reasons why your ID may have been rejected.

The surname of the child and adult don’t match

What you can do about it

You must establish the proof of relationship by providing one of the following acceptable documents:

  • Birth/Adoption certificate (full A4 birth certificate)​
  • Marriage certificate​
  • Name change deed ​
  • Child benefit letter​
  • Legal guardianship documents/residence order permits​

Mismatch between the child’s and the parents/guardian’s address

What you can do about it

  • The address details must be the same

Mismatch between the surname in the application and the ID provided

What you can do about it

  • You can either re-upload the document which has the same surname as the application
  • Or you'll need to re-apply again with the correct information

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