First make sure that:
The passport is still valid
It is an EU passport
The document is not in a photocopy form
All the information written in the document is correct and written clearly
The document is not damaged in any way
The document is not exceeding the 6MB limit
If you made sure that all the parameters mentioned above are correct but the issue persists, you can contact our team through live chat in order to conduct a thorough check on your issue.
*In case that your passport belongs to a country which is not a member of the EU, you will need to upload a document that proves your residence permit.