Can't Upload Verification Documents? Here’s How to Fix

The Terms of Service govern the account and service requirements we apply to this question. Check the current terms before acting because eligibility, payment, promotion, and account rules can change.

Identify where the upload stops

Verification uploads stop for two very different reasons, and the fix depends on which one you are facing. Either the document does not satisfy the compliance rules applied by Veriff, our verification provider, or the upload session on your device does not complete. A declined document produces an automated email to your inbox explaining the issue. A session or browser problem may produce a blank page, a spinning control, a sign-in loop or an error message. Establishing which of the two you are dealing with prevents you from repeatedly resubmitting a file that was never going to pass.

Work through these checks before you change your file, your device or your browser:

Confirm that you are in the current verification task for your signed-in account, rather than an old email link or a saved page.
Confirm that your photo ID is unexpired and that your proof of address was issued within the last 90 days.
Confirm that the file is a raw photograph or an official document file. Digital screenshots are not accepted as verification documents.
Confirm that all four corners of the document sit inside the camera frame, with no flash glare or blur over details such as your full name, date of birth, document number or photo.
Confirm that the names, addresses and document fields are printed in the standard Latin alphabet. If you are a non-U.S. customer and your regional documents use a non-Latin script, provide an official, certified English translation alongside the original document.
Record the exact error text, the point at which it appears, and your device, operating system and browser or app version.

If one of the first five checks fails, the document or capture may not meet the verification requirements. If every check passes and the file still will not upload, the issue may be related to the session, browser or connection, so move to the technical steps in the following sections.

Complete verification through the “My Profile” page in your account or as advised by Support. Submit only the evidence requested, because different reviews can require different documents.

Is the problem the document or the upload session?

McLuck’s account verification process runs as a two-step gateway: identity verification using a passport, driver’s license or state or national identification card, followed by proof of address using a utility bill, a landline or mobile phone bill, a bank statement, a credit card statement or a formal lease agreement. A rejection at either step may indicate that the document or submission did not meet the verification requirements; it does not necessarily identify the cause as technical or compliance-related.

Common reasons documents are rejected

Automated scanning rejects uploads with clipped corners, flash reflections, overhead glare or blur that compromises legibility. It also rejects documents with covered, blurred or altered details, as well as photo IDs or proof-of-address documents that have passed their validity window. To remedy a rejection, obtain a fresh copy of the document, move to a well-lit space, place it on a flat surface and submit a new upload through your account settings.

Fixing cameras and permission issues

A camera or location prompt points to device permissions rather than the document. Allow only the permission the official McLuck task requests, then return to the same session. If the camera opens but cannot focus, clean the lens, use even lighting and keep every required edge visible. Do not apply filters, retouch text or merge several images into one. If McLuck specifically requests a redacted copy of a payment method as part of its verification checks, follow those instructions exactly. Do not otherwise alter verification documents unless McLuck expressly instructs you to do so.

Resolving browser and upload problems

A blank page, a spinning control, a sign-in loop or a network error points to your browser or connection. Refresh the page, clear your browser’s cache and cookies, update your browser to the latest version, or try a different browser. If you are using a VPN or proxy, disable it before accessing McLuck; the Terms of Service prohibit using VPN or proxy technology to conceal or disguise your actual location. Temporarily disabling an ad blocker or privacy extension may also help with an upload that stalls, and switching between Wi-Fi and mobile data can help identify a connection issue. Do not keep resubmitting while the interface is uncertain, because you will lose track of which attempt was actually received.

Troubleshoot one controlled attempt

Change one thing at a time so you can tell which correction worked:

Reopen the official task. Go directly to McLuck.com, sign in again if needed, and confirm that the same verification request is still active.
Fix the document first. Use an unexpired photo ID or a proof-of-address document issued within the last 90 days, and capture it as a fresh photograph rather than a screenshot.
Check the capture. Place the document on a flat surface in a well-lit area, keep all four corners inside the frame, and confirm that no glare covers vital text.
Allow required access. Enable the camera or location permission the official task requests, without granting unrelated access.
Clear the technical blockers. Clear cache and cookies and update your browser or switch browsers. If you are using a VPN or proxy, disable it before accessing McLuck. You can also temporarily disable an ad blocker or privacy extension while troubleshooting.
Confirm the end state. Wait for a submitted, received or processing status and save the time or reference before you close the page.

Once a submission goes through, our current verification guidance states that the compliance team evaluates the files within 48 hours. If you receive a rejection message explaining the reason, follow the instructions provided before resubmitting. Depending on the reason, you may need a fresh capture, a different accepted document or help from Support.

When should you stop troubleshooting?

Stop after the same error survives one controlled attempt, when the verification task disappears, when your account shows a restriction, or when the requested verification document is unavailable or does not match the accurate information on your Customer Account. Repeated uploads and aggressive file conversion obscure the original problem and do not improve your chances of acceptance. This matters because verification is not optional: your account must fully clear the process before any redemption can be requested or processed, and under McLuck’s Terms we may restrict, deactivate or terminate a Customer Account where requested documentation is not supplied within 30 days of the first request.

Never create a second account, and never use another person’s identity, payment method, Social Security number or bank details as a workaround. If the information on your account is genuinely out of date, ask Support how to update it and which supporting document is required, rather than submitting a document that does not match your registered details.

What should a support request include?

Submit one request from the email address registered to your account, and reply in that same thread so the case stays coherent. Include a detailed description of what happened, the exact error message, the page or task where it occurred, the date and approximate time of the latest attempt, the device and browser or app version you used, and the troubleshooting steps you have already tried. Screenshots or screen recordings help our team investigate, so attach one that shows the interface and the error.

There is an important distinction here. Screenshots are welcome as evidence of a technical fault, but they are never accepted as verification documents. Additionally, Support can help you reach the correct upload path, but cannot make an altered or unsupported document valid.

Official information

This answer is based on the official McLuck pages below. Consult them for the latest rules, account information, and support guidance.

Still need help?

Contact McLuck Support for help with your account.

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