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.
Is the upload failing, or has the document already been submitted?
An upload problem on HelloMillions may involve the verification page, browser, camera, connection, or selected file. A loading indicator or error message alone does not establish the cause. Check the account status and any notification before deciding what to do next:
- The page or upload will not complete: If the page stays blank, the camera will not open, or the file transfer stalls without confirmation, try the technical checks below.
- The file was received: Check for the review outcome or further instructions before submitting it again. If you receive a rejection notification, follow the requested correction and see why verification documents may be declined. A rejection notification does not, by itself, identify the underlying cause as technical or document-related.
Which browser and connection checks may help?
Sign in to your existing account and open My Account from the sidebar or menu to reach the official secure verification portal. You can also use the official secure verification link provided by Support. Note the exact error and try these checks one at a time so you can tell what changes:
- Refresh the page. Reopen the current request through your account if needed, and follow the instructions shown there.
- Update or change browsers. Install the latest browser update, or try the official website in a different browser.
- Clear cache and cookies. In your browser settings, find the privacy or browsing-data controls and clear cached images/files and cookies/site data. Restart the browser and sign in again. The exact labels depend on your browser and device; clearing cookies can sign you out.
- Test another connection. For example, switch between your usual Wi-Fi and mobile data to check whether the connection is contributing to the problem.
- Check an ad blocker, if you use one. Temporarily pause it for the official site while testing, then restore it after the check.
Do not use a VPN or proxy to conceal your location. Keep location services enabled for account access, as required by the Terms of Service.
What if the camera or mobile handoff will not work?
If the official verification flow requests camera access, check the browser and device permissions for that site. Allow the access needed for the requested capture, then return to the verification session.
When starting verification on a desktop or laptop, you can scan the secure QR code shown in the verification flow with your phone to continue the same session using its camera. If the handoff encounters a technical error, clear the browser cache and return to the official request.
What if the selected file will not attach?
Follow any file-type or size instructions displayed in the current verification request. For ID and proof-of-address uploads through Veriff, use a raw photograph or official document file rather than a digital screenshot. Check the accepted verification documents if you are unsure which evidence to use.
If the file still will not attach, ask Support for the supported next step. Avoid sending sensitive documents to an unverified converter or changing names, dates, or required information to make a file upload.
When should you contact Support, and what should you include?
Contact Customer Support if the problem continues after basic troubleshooting, the verification request is no longer available, or you cannot tell whether the latest attempt was received. Use or reference the email address registered to your account and include:
- A description of what happened and the verification page or step involved.
- The exact error message and whether it appeared during capture, file selection, transfer, or after submission.
- The date, approximate time, and timezone of the latest attempt.
- Your device, browser, and the troubleshooting steps already tried.
- A screenshot or screen recording of the error, if available.
A screenshot can help explain a technical fault; it does not replace the required verification document.
After a successful submission, follow how account verification works for the remaining stages. You can also browse the account verification FAQs for related guidance.
Official sources
- Help Center: Why Is the Website Not Working Properly?
- Help Center: How Do I Clear My Browser Cache and Cookies?
- Help Center: How Do I Report a Technical Issue?
- Help Center: Can I Complete My Account Verification on a Mobile Device?
- Help Center: How Do I Verify My HelloMillions Account?
- Help Center: Why Was My Document Upload Rejected?
- HelloMillions Terms of Service
- HelloMillions Sweepstakes Rules