Every document you send us is checked by a member of our team before your application is filed with the US authorities. If something does not meet the requirements, we ask you for a new one rather than submitting a file that would be rejected.
Being asked for a new document is normal, it happens on a large share of applications, and it is usually fixed in two minutes from your phone.
Why we check your documents
The US authorities compare what is written on your application with what appears on your passport. A single character that does not match, or a page we cannot read, is enough to cause a problem with your travel authorization.
Checking before submission is the main thing you are paying us for. It costs you nothing to correct a document now; a refused application cannot be corrected afterwards.
The most common reasons a document is refused
The image is blurry or out of focus
Part of the document is cut off, or a finger is covering the page
There is glare or a reflection across the page
The lighting is too dark for the information to be read
The background of the ID photo is not plain or light enough
The passport has expired or is not valid for the trip
The photo sent is a copy of the photo printed inside the passport
The exact reason is always written in the message we send you, so you know what to change.
What a valid passport photo looks like
We need a photo or scan of the full double page of your passport, the one carrying your photograph and your personal details.
Lay the passport flat and photograph the whole double page
Make sure all four corners are visible
Avoid direct light on the page, which creates glare
Keep your fingers off the printed area
Check that the passport number, your name and the dates are readable before you send it
What a valid ID photo looks like
The ID photo is a recent photograph of you, taken separately from your passport.
A plain white or very light background
Your face centred, looking straight at the camera, eyes open
A neutral expression
No sunglasses, no hat, no hair across your face
No filter, no retouching and no beauty mode
Different from the photo printed in your passport
How to send a new document
Go to your tracking area and sign in with your file number and the email address you used at checkout.
Open the documents section of your file.
Delete or replace the document we flagged, and upload the new one.
Nothing else is needed. Our team sees the new document straight away and picks the file back up.
For a family or group application, each traveller has their own documents. The upload area names exactly what is missing for each person.
Documents can be replaced at any time until your application is filed with the US authorities. After that they are locked, and you need to contact us.
What happens while we wait
While a document is missing or non-compliant, your file is placed on hold and the processing time for your plan is paused. It starts again the moment we receive a valid document.
This is why we do not give a completion time to a file that is still waiting on a document. Sending the new document is the fastest thing you can do to move your application forward.
Still not sure what is wrong?
Reply to the message we sent you, or contact us from your tracking area, and tell us which document you are struggling with. A member of our team will look at it and tell you exactly what to change.