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Issue uploading a passport photo page?

When attempting to upload a passport photo page, the details displayed are not correct.

Passport Preview Screen

If the passport upload was successful, the passport preview screen will be shown (example below). It provides visual confirmation and details of any validation errors (!) with the passport’s names and date of birth checked against the existing traveller profile. In the event of a discrepancy, selecting Cancel will end the process without saving and Save will retain the information obtained from the uploaded passport image.

(info) Discover more about Preferred Passport information if validation errors (!) are shown.

Upload Errors

The following are examples of error messages that can appear when attempting to upload a passport photo page.

The Select File should be used to locate a new passport image that is in an acceptable file format (gif, jpg, jpeg or png).

Select the Enter passport details manually option to input the passport information manually, the image uploaded was unable to be read. Discover more about manually entering the details of a Passport - here.

Select Cancel and proceed to enter the passport information manually as the image uploaded encountered a problem with the capture of the nationality. Discover more about manually entering the details of a Passport - here.

⚠️If Passport Nationality or Passport Number are inbcorret, select Cancel to proceed to enter the passport information manually. Discover more about manually entering the details of a Passport - here.

(info) Only when the Passport Nationality and Passport Number are correct, should Save be selected with the following edits (changes) required to correct to avoid having to enter all the passport information manually.

Select “Edit” for the saved passport that requires editable information to be changed e.g. Last Name “G0rdiev” → “Gordiev> Once relevant fields and any mandatory denoted with an * (asterisks) are updated, select Save.

(error) As they a mandatory, a passport’s Country of Issue and Issue Date will need to be recorded. Currently these data elements are unavailable for capture via the MRZ (machine-readable zone).

Passport Image Requirements

Please review the following image requirements to assist in resolving the issue(s):

  • Confirm the passport is a machine-readable passport (MRP).

  • The upper line of a passport’s MRZ will indicate a “P” for the document type, as highlighted in the following example.

  • Information on the photo page (e.g. First Name, Last Name, Date of Birth etc.) is encoded to two (2) lines of letters, numbers, and a lot of the '<' symbols. This is known as the machine-readable strip or machine-readable zone (MRZ).

  • The passport photo page image must be clear, and legible and include the MRZ.

  • The image needs to be in a supported file format of gif, jpg, jpeg or png.

  • Check the image size to make sure it is not greater than 2MB.

If the passport image is too large, it will not be able to be processed.

Should problems uploading a passport photo page continue though the image complies with the aforementioned requirements, please liaise with your company’s travel administrator/manager or the travel agency (e.g. TMC) that manages your company’s bookings.

Good lighting

Good lighting plays a crucial role in enhancing OCR outcomes. In cases of excessive darkness or excessive brightness, the document could encounter challenges in successfully being processed.

Avoid reflections

Minimising glares and reflections is essential to maintain processing integrity and enhance data extraction precision. We advise against using your mobile device's flash while capturing document images.

Focus and sharpness

Ensure the image maintains clarity without any areas of blurriness.


Ensure that the document's orientation maintains a tilt angle within 10 degrees in any direction (horizontal or vertical).

Margins (too small)

Ensure the document occupies a significant portion of the image, ideally ranging between 70-80% to maximise data capture. Avoid overly small margins around the document.

Margins (too big)

Maintain a balanced composition by ensuring the document occupies 70-80% of the image while keeping the surrounding space within 20-30% to enhance data extraction accuracy.


Ensure the document exhibits distinct contrast against the background. Documents with light colours against light backgrounds or dark colours against dark backgrounds might encounter recognition issues.

Image Resolution

For optimal recognition of identification documents, it is advisable to supply images captured by a camera with a resolution of at least Full HD (1920×1080) equipped with autofocus capabilities. This ensures a high-quality recognition outcome.

Unwanted Obstructions

Ensure that document data remains unobscured by your hands or any other objects.

Examples of poor-quality images (such as blurry, shaky, or tilted photographs) depicting the Machine Readable Zone (MRZ).

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