Fixing a refused Spinson document

The message telling you a document was not accepted rarely explains which part failed, which is why people resend the same file and get the same answer. In practice the causes come from a short list, and working down it deliberately fixes the problem faster than another upload does.

Why documents get sent back

The photograph, more often than anything else. Shot at an angle, a corner outside the frame, or glare across the line that matters. Every edge of the document has to be visible.

An out-of-date proof of address. Three months is the usual window. A bill older than that fails on the date regardless of how sharp the image is.

A document type that is not accepted. Mobile phone bills are the frequent casualty. Documents that split your name onto one page and your address onto another cause the same problem, because the two have to appear together.

Details that do not match the account. The name and date of birth have to agree with what was entered when you signed up. A middle name present on the passport and absent from the account, a maiden name, or a previous address will each stop a check.

The file itself — a screenshot of a photo rather than the photo, something compressed until the text softens, or a PDF that opens blank.

Taking a photograph that passes

Put the document on a dark, plain surface in daylight; ceiling lights are what create glare. Hold the camera square above it rather than at an angle. Leave a margin of background visible on all four sides. Do not crop, straighten or filter the result afterwards.

Cover only what you were asked to cover. On a card that means the middle digits, with the name and last four left readable. Then read your own photograph at normal zoom before you send it — if a line is hard for you, it will be refused.

Change something before you resend

If the refusal named a reason, fix that reason precisely. If it named nothing, work down the list above and alter something concrete: a different document, a newer bill, a new photograph in better light. Sending the identical file a second time costs another review cycle and ends where the first one did.

When it keeps failing

At that point the problem is more likely a mismatch than an image, and guessing gets expensive. Contact support and ask directly which field did not match, naming the document type you sent and the date you sent it. A precise question earns a precise answer; reporting that verification is broken earns a generic reply.

If your registered details are genuinely wrong — a surname mistyped at sign-up, an address you have left — say so openly. Asking for the account to be corrected so it matches your documents is an ordinary request, and far better than trying to find a document that matches an error.

What this is holding up

While the check is open, any cash-out you have requested waits in front of the quoted payout window rather than inside it. A refused document and a payout stuck in pending are very often one problem seen from two directions, which is why getting verified early removes so much of this in advance.

If the refusal itself looks wrong

A document that satisfies every requirement, refused repeatedly, with no explanation surviving a proper exchange with support, is no longer a formatting question. Making a complaint sets out the escalation available and why its steps have to happen in order.

Checked on 13/09/2026

• 13/09/2026Page written to cover the refusal step, which is where most stalled identity checks and held cash-outs actually sit.