PATHway: Why Was My Document Upload Rejected?

PATHway requires clear, valid documents to verify your identity and support your certification.

If a document is rejected, follow the steps below.

Quick-Start Checklist

• Check that you've uploaded the correct document.

• Make sure all information is clear and readable.

• Check the document's validity and file format.

• Upload a corrected copy.

1. Check Your Documents

Proof of Identity

Upload a clear copy of either:

• A valid passport.

• A valid driving licence.

The entire document must be visible and readable.

DBS Certificate

Your UK DBS certificate must clearly show:

• Your full name and date of birth.

• DBS certificate number.

• Issue date.

• Level of check (Basic, Standard or Enhanced).

• Disclosure information, or confirmation that none is held.

2. Check Your Face Verification Photograph

Your documents must:

• Be in JPEG, PNG or PDF format.

• Be no larger than 50MB per file.

• Be clear, complete and readable.

• Be uploaded in the correct section.

Blurry, cropped, expired, invalid or incorrect documents may be rejected.

Profile photographs have separate requirements: JPEG or PNG, maximum 5MB, with your face clearly visible against a plain white background.

3. Upload a Corrected Document

1. Open your PATHway Dashboard.

2. Go to the relevant document section.

3. Review any rejection information provided.

4. Upload the corrected document where available.

You'll receive an email update when your verification status changes.

Need Help?

My document keeps getting rejected.

Check that it meets the requirements above and is uploaded in the correct section.

If you need further assistance, log in to Better Compliance and select Help > Open a Support Ticket. Include your venue name, a description and a screenshot of the issue.