Disclaimer: This Knowledge Base article provides general guidance. The HelloMillions Terms of Service govern the account and service requirements relevant to this topic. Review the current terms before taking action, as eligibility, payment, promotion, and account rules may change.
What may cause HelloMillions to decline a verification document?
For verification on HelloMillions, the requested evidence needs to be readable, valid, and suitable for the specific check. A clear image alone may not resolve an expired ID, an address mismatch, or an unsupported document type. The appropriate correction depends on which requirement needs attention.
Check the notification sent to your registered email address and any instructions shown in your account. If the next step is unclear, ask Support which requirement needs attention. The possible issues below are guidance, rather than a diagnosis of your individual upload.
| Possible issue | What to check | What may help |
|---|---|---|
| Blurry image or glare | Required details are difficult to read because of blur, reflections, or poor lighting. | Retake the photo in a well-lit area without glare. Check that the required information is sharp and legible. |
| Cropped or incomplete document | One or more corners are missing, or part of the document is outside the frame. | Place the document on a flat surface and capture it in full, with all four corners visible. |
| Altered or hidden information | Information has been edited, covered, blurred, or partly hidden. | Use the original document. Leave information visible unless you have specific redaction instructions for the requested evidence. |
| Expired photo ID | The government-issued ID is no longer valid. | Provide an accepted, unexpired photo ID. |
| Outdated proof of address | The document was issued more than 90 days before submission. | Use an accepted proof-of-address document issued within the last 90 days. |
| Unclear selfie, if requested | Your face is unclear or obstructed. | Follow the selfie instructions and show your face clearly, without hats, sunglasses, or other obstructions. |
| Unsupported document or upload | The document type is not accepted, or a screenshot was supplied instead of the required photo or official file. | Choose an accepted verification document and follow the upload instructions. For ID and proof-of-address checks through Veriff, use a raw photograph or official document file rather than a digital screenshot. |
| Name or address mismatch | The registration name does not match your government ID, or proof of address does not show the required name and registered residential address. | Check the account details and the requested document. If your information has genuinely changed, ask Support to update the record with the necessary evidence. |
Where can you submit a corrected verification document?
Sign in to HelloMillions and open My Account from the sidebar or menu. You can also use the official secure verification link provided by Support. Follow the instructions to submit the requested files, then monitor your registered email and account for the outcome or any further requests.
For the wider process, see how account verification works. If the file will not upload, use verification upload troubleshooting to address the technical issue before treating it as a document-review rejection.
When should you contact Customer Support?
Contact Customer Support if you cannot find the rejection notification, the instructions are unclear, you cannot provide a requested document, the corrected document is rejected again, or the secure flow will not let you resubmit. Ask which accepted evidence can satisfy the requested check and where to submit it.
To help explain the issue, include:
- Your registered email address.
- The document category and submission date.
- The exact error or notification text, without sensitive document details.
- Whether the file failed to upload or was rejected after submission.
For related guidance, browse the account verification FAQs.