Problems with verifying identity

This article is here to help with any problems you may be having with ID verification. For an explanation of the process, please see How does ID verification work?

ID verification is a service provided by another organisation, so we can't always help with it. Here is some advice which should fix most queries.

Please do not send your documents to any FutureLearn address. We can't process them ourselves and will permanently delete them immediately.

What to do first

• First, try taking a photo of your face at the time of verification with your computer or smartphone, rather than scanning a photo.

Here are some other common issues:

My ID has been declined

• Check if your ID can be read.
• Check the picture is in full colour - we can't accept black and white pictures.
• If it's a driving licence or government issued ID, it needs to be a plastic card - we can't accept paper ID.
• Try to scan the ID again.
• Try to upload it manually.


My ID isn't scanning

If you can clearly read the information when you look at the picture on your computer screen, then the ID should scan. If not:

• Make sure there is enough light in the room.
• Make sure the picture is high enough resolution.

I don't have a webcam

You can still upload a picture of your ID.

• Click ‘Start ID verification’, then select ‘Upload a file of your ID’.
• You will also be asked to upload an image of yourself.


I don't have the right documents

Right now we can only verify the identity of learners who

• have a passport, driving licence or a government issued ID
• are from the countries supported by Sumsub.

If you don't have the required documents or your country is not listed, and you need to verify your identity for credit, please contact [e-mail]

I don't want to supply my ID document 

Right now we can only verify the identity of learners who provide access to the required ID documents. Please be aware that if you refuse to provide your documents, you may not be allowed to take your course.