unable to verify identity

 Author: EthanATO(Community Support)Community Support

4 Oct 2022

Hi @shaunlhb,

Sorry to hear we weren't able to get that sorted over the phone for you. Did we provide any specific info over the phone about what the issue may have been? Or, were you given any advice on the phone?

If we were running into issues verifying your visa and passport information in our system, I'd recommend checking the info on your side. By this I mean contacting the issuer of your passport and visa to make sure the details in the system match what you've got in front of you. Sometimes we're unable verify the information if there's a small mismatch between the system and what you're providing. This can be anything from an incorrect visa/passport number, to simply an issue with your name being spelt wrong (it can be a few things). If you confirm that something was different between your documents and the system, you should then be able to get in contact with us to verify you.