If your document is not accepted, it could be for a number of reasons. Reasons documents cannot be accepted can include:
The date
If the document is older than 3 months we cannot accept
The details on your document
The details (including name and address) on the document provided must match your Onboarding Application
The details must be for your home residence, not a PO Box or workplace
The document type
The type of document may not be one we can accept (for example a mobile phone bill)
The certification of your Address Verification document
For more information on certifying your ID, please see our article 'How do i get my documents certified?'