Document Rejection Issues

If your documents are rejected during the onboarding process, it’s important to understand the reasons and how to resolve them quickly. This guide will help you address common document rejection issues in the Muvr Driver App.

1. Blurry or Low-Quality Images:

   • The document is unclear or text is not legible.

2. Missing Information:

   • Key details, such as expiration dates or policy numbers, are not visible.

3. Expired Documents:

   • Uploaded documents are past their expiration date.

4. Incorrect Document Type:

   • The wrong document was uploaded for the selected category (e.g., uploading an insurance card in place of a COI).

5. Incomplete Document:

   • Only part of the document is visible (e.g., missing a page or cropping out important sections).

6. File Format or Size Issues:

   • Unsupported file types (e.g., unsupported PDFs or images) or files that exceed size limits.

7. Non-Matching Details:

   • Document details (e.g., name or vehicle information) don’t match the profile information provided.

1. Check the Rejection Reason:

   • Navigate to the Documents section in the Muvr Driver App.

   • Tap on the rejected document to view the specific reason for rejection.

2. Correct the Issue:

   • Blurry Images: Retake the photo in a well-lit environment, ensuring clarity and full visibility of the document.

   • Missing or Incorrect Information: Double-check and re-upload the correct document with all required details visible.

   • Expired Documents: Provide a current version of the required document.

   • File Format Issues: Convert the file to a supported format (e.g., JPEG, PNG, or PDF) and ensure it meets size requirements.

3. Reupload the Correct Document:

   • Select the rejected document in the app.

   • Tap Replace Document and follow the steps to upload the updated version.

• Ensure Full Visibility: Capture all corners of the document and ensure nothing is cropped out.

• Use Good Lighting: Place the document on a flat surface in a well-lit area to avoid shadows or glare.

• Double-Check Information: Verify that names, dates, and numbers are clear and match the profile information provided.

• Submit High-Quality Files: Use a smartphone or scanner to ensure clear images or PDFs.

• Keep Documents Up-to-Date: Always upload the most recent version of your documents to avoid expiration issues.

• Driver’s License: Ensure both the front and back are uploaded, and that the license is not expired.

• Vehicle Registration: Make sure the registration matches the vehicle information provided in your profile.

• Vehicle Insurance: Provide an active insurance policy that includes all required coverage.

• Certificate of Insurance (COI): Ensure the document lists Muvr Technologies, Inc. as a certificate holder and meets the coverage requirements.

• Profile Photo: Submit a clear headshot with no hats or sunglasses, taken against a neutral background.

If you’re unable to resolve the issue on your own, visit the Help section in the app to contact support via live chat or submit a support ticket. Our team is here to assist you and ensure your onboarding process goes smoothly!