Account Setup & Documents

Why was my document rejected?

Document Rejection

Support Knowledge Base  •  Driver Operations

If your documents have been rejected during onboarding, you are likely uploading the wrong type of document. This article explains exactly what is required for each document category so you can resubmit correctly and get approved faster.

⚠️ Important: Uploading the wrong document type is the most common cause of rejection. Please read each section carefully before resubmitting.
 
 

Section 1 — Common Rejection Reasons

Why was my document rejected?

Documents are most commonly rejected for one of the following reasons:

  • The wrong document type was uploaded (e.g., a driver's license instead of a rideshare profile)
  • The document is from an unrecognized or unapproved provider
  • The document is expired, incomplete, or illegible
  • The document does not meet the required level or format specified

Review the sections below to confirm you are uploading the correct document for each requirement.



Section 2 — Required Documents & What to Upload

 
📱 Driver Experience

What we require
A public rideshare profile from a rideshare app you have previously driven for.
 
Common mistake
Drivers often upload their driver's license, driver abstract, or a personal photo instead of their rideshare profile.
 
How to get it
Log in to the rideshare app you previously drove for (e.g., Uber, Lyft, etc.) and navigate to your public driver profile page. Take a screenshot or export the profile and upload that.
📋 Note: Your rideshare profile must show your name, rating, and trip history. A profile that is incomplete or set to private may also be rejected.
🔍 Background Check
What we require
A Level 2 Criminal Background and Judicial Matters Check.
 
Common mistake
Drivers often upload a standard police record check, Driver Abstract or a basic criminal record search, which do not meet the Level 2 requirement.
What is a Level 2 check?
A Level 2 check is a more comprehensive screening that includes criminal record history and judicial matters (charges, warrants, and court dispositions). A basic or Level 1 check will not be accepted.
⚠️ Do not submit: A Driver Abstract or any document that does not explicitly state Criminal Background and Judicial Matters Check.
🚗 Vehicle for Hire Certificate
 
What we require
A Vehicle for Hire certificate issued by one of our approved providers.
 
Common mistake
Drivers often upload a standard driver's license, a general driving abstract, or a PTC License
 
Approved providers
Alertdriving AMB Driving School DrivePro DriveWise DRVR Hub Parachute City of Toronto
✅ Tip: Your certificate must come from one of the providers listed above. Certificates from providers not on this list will be automatically rejected regardless of content.
 

Section 3 — How to Resubmit Your Documents

How do I resubmit after a rejection?

  1. Review the rejection notification to confirm which document was rejected
  2. Use the guide above to ensure you have the correct document ready
  3. Log back in to your onboarding portal and navigate to the rejected document section
  4. Upload the correct document and submit for review
  5. Allow up to 12–24 hours for the document to be reviewed
📋 Note: Each resubmission is reviewed independently. Submitting the wrong document again will result in another rejection and may delay your onboarding.
 

Pre-Submission Checklist

Before uploading, confirm the following for each document:

 ☐ Driver Experience — public rideshare profile screenshot showing name, rating, and trip history
 ☐ Background Check — explicitly states "Level 2" and includes judicial matters
 ☐ Vehicle for Hire Certificate: issued by an approved provider (Alertdriving, AMB, DrivePro, DriveWise, etc.)
 ☐ All documents are legible, complete, and not expired


Still Need Help?

If your document has been rejected and you believe you submitted the correct item, contact Driver Support with the following ready:

  • The document type that was rejected
  • A copy of the rejection notification
✅ Response times are fastest via Ticketing. Live chat will reference this article
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