All ID and document verifications are carried out by our trusted third-party provider, Evident ID. 

If you are experiencing any issues, Evident ID has a useful checklist below to help in completing the check successfully:
https://evidentidsupport.zendesk.com/hc/en-us/articles/360053391253

However, if you continue to have any other issues regarding your application, you should contact Evident ID directly.

You can send them a message by following this link https://www.evidentid.com/support/individual.