Documents and identity

Vindex asks for a small set of documents for your primary country, reads every one of them, and confirms with a short video selfie that a real person is completing the case.

Which documents to upload

Each country has its own checklist. You upload from the checklist of your primary country; documents for the other countries on the case are optional. A passport counts towards every country's checklist.

United Kingdom

Any 3 of: passport, driving licence (DVLA), National Insurance letter, utility bill.

India

Any 3 of: passport, Aadhaar, PAN card, driving licence, voter ID. Aadhaar, PAN and a driving licence can come straight from DigiLocker instead.

United Arab Emirates

Any 3 of: Emirates ID, passport, visa, trade licence (the trade licence is for companies).

Singapore

Any 3 of: NRIC or FIN, passport, driving licence, employment pass.

Malaysia

Any 3 of: MyKad, passport, driving licence, birth certificate.

Kazakhstan

Any 3 of: national ID, passport, driving licence, tax ID (IIN).

Any other country

A passport, plus government-issued documents such as a national ID or a tax ID: three documents in all.

The documents step shows your countries as chips. Each says whether it is required or optional and how many of its documents are in, so you can see at a glance what is left.

The documents step, with the case's countries and their checklists — The documents step: (1) the case's countries, each required or optional, with how many of its documents are in; (2) the primary country's checklist; (3) Edit case details.

Upload a document

Use it whenyou are on the Upload documents step, or a reviewer has asked you for a document.

1
Pick the country, then the kind of document, from the checklist.
2
Choose the file, or drop it on the page. PDF, JPG, PNG and HEIC files up to 10 MB are accepted.
3
Add the details Vindex asks for, such as the issuer and the expiry date, and upload it.

What you will see

The document in your list, marked as being read. Within a minute or so the result of the automatic checks appears beside it.

Tip

Photograph a document flat, in good light, with all four corners in the picture and nothing over it. Most requests for a better copy are for a cut-off edge, glare across the text, or a blurred photo.

Fetch Indian documents from DigiLocker

DigiLocker is the Government of India's document wallet. Documents in it are placed there by the department that issued them: Aadhaar by UIDAI, PAN by the Income Tax Department, a driving licence by the transport department. Shared from DigiLocker, they reach Vindex exactly as issued, so there is nothing to photograph and nothing to type.

Use it whenIndia is one of your case's countries, and you have a DigiLocker account.

1
On the Upload documents step, with India selected, press Continue with DigiLocker.
2
DigiLocker opens in its own window. Sign in, and choose the documents to share.
3
The window closes by itself and your documents appear on the step, each marked verified or with what differs from your case.

What you will see

Your Aadhaar, PAN card and driving licence on the case, counted towards the checklist like uploaded copies. Reviewers see each one marked as coming from DigiLocker.

What Vindex checks

That every file is exactly what DigiLocker sent, using the integrity code DigiLocker sends with each one; that the name agrees with your case; that the date of birth agrees across the documents; and that a licence is still valid.

What is kept

The documents, each issuer's original record, and the photograph on your Aadhaar record. Only the last four digits of your Aadhaar number are kept. Vindex's access to your DigiLocker ends as soon as the documents are read.

If a detail differs

The document is still added, marked with what differs, for example a name written with an initial. A reviewer looks at it with you; you can also correct the case details, or upload a document that shows both versions.

Tip

Press Fetch again to share again, for example after adding a document to your DigiLocker. The new copies replace the earlier ones.

What the automatic checks look for

Every document is read by Vindex's document reader as soon as it arrives. It does three things:

Reads the details

Lifts the name, document number, dates of birth, issue and expiry, issuer and country off the document, so a reviewer does not have to retype them.

Checks the type

Confirms the file is the kind of document it was uploaded as. A utility bill uploaded as a passport is flagged.

Judges the image

For a photo, scores it for blur, cropping, glare, exposure, legibility, resolution and anything covering it. A PDF is checked by the reviewer instead.

Vindex also compares the documents with each other and with what you declared: a name or date of birth that differs between your passport and your driving licence is pointed out to the reviewer. It does not reject anything on its own. A person, or a review agent whose decision a person accepts, decides what happens to each document.

Accepted, queried, rejected

Each document ends up accepted; queried, which means a clearer copy has been asked for; or rejected, with the reason, when it is the wrong document, belongs to someone else, has expired, or shows signs of alteration.

The liveness check

The liveness check confirms that a real person, present at the camera, is completing the case: not a photo, a screen or a recording. It takes a few seconds of video.

1
On the Liveness check step, allow Vindex to use your camera when the browser asks.
2
Fit your face in the oval and follow the prompts. Keep still in good, even light.
3
Wait for the result. If it does not pass, try again; the step stays open until it does.

If it did not work

A photo cannot be used instead of the video. If the camera does not start, check the browser's permission for the site, close other apps using the camera, or continue on your phone. Glasses with heavy reflections and a bright window behind you are the usual reasons a check fails.

When a reviewer asks for another document

A reviewer can ask for a clearer copy of a document you sent, or for a document by name, including one from a country that was optional. You are notified, and the request appears on your Status page with exactly what is needed and why.

1
Open Status, or the Address reviewer request step of your onboarding.
2
Upload what is asked for. A document asked for by name appears as its own item, filed under the right country.
3
Press to send your response. The case goes back to the reviewers with it.

Up to five rounds

A case can be sent back to the customer up to five times. After that the reviewers decide on what is on file, so it is worth answering each request in full.

More on requests and messages in Track your case.

Track your caseFollow your case, answer a request from a reviewer, and get the decision and your reports.Security, data and AIWho can see what, the audit trail, where AI is used, and your rights over your data.

Something missing or unclear? Signed-in users can tell us from Feedback in the app.