Unique and Specific Issue

We’ve set up and managed Google Ads for a client and need to verify the account profile on behalf of the client. In the Google Ads verification step, we’ve encountered a strange and specific problem when  uploading JPG images exported from a scanned PDF identification card (ID) under the step:

Verify your organization > Provide your name and ID

  • Front of ID – Error uploading
  • Back of ID – OK, successful

After trying solutions provided in the Google Ads forum and troubleshooting, it seems the issue was that I was uploading the front face of the ID in a rotated version (the exported image from the scanned PDF was in portrait orientation, thus needing to be rotated to be read in the usual manner).

The image of the front of the ID had to be rotated clockwise/counterclockwise so it could be displayed and viewed in landscape, the way you would usually view and read any ID.

Other recommended solutions

Below are other solutions and recommended troubleshooting from Google Ads help and community forums that may also be related in not just uploading IDs but also other verification documents and files:

  1. Mismatch in Name:
    Problem:
    The name on your ID doesn’t exactly match the name on your Google Ads account.
    Solution:
    Update Account Name: If you need to change the name on your Google Ads account, you may need to contact Google support to request a name update.
    Submit Correct Document: Ensure you’re submitting a document (like a driver’s license or passport) with the correct name that matches your Google Ads account.
  2. Mismatch in Country/Address:
    Problem:
    The country or address on your ID doesn’t match the country or address listed in your Google Ads account.
    Solution:
    Update Account Information: Ensure your Google Ads account reflects the correct country and address.
    Submit Correct Document: Submit a document that aligns with the country and address information in your Google Ads account
  3. Document Issues:
    Problem: The document you’re submitting is invalid, expired, blurry, or unreadable.
    Solution:
    Use a Valid Document: Make sure you’re submitting a valid, current, and government-issued ID (like a passport, driver’s license, or national ID card).
    Ensure Clarity: Take a clear, well-lit photo or scan of your document, ensuring all details are visible.
    Check for Glare: Avoid glare or reflection on the document when taking the photo.
  4. Verification Attempts:
    Problem: You’ve reached the limit of verification attempts.
    Solution:
    Contact Google Support: If you’ve exhausted your attempts, reach out to Google Ads support for assistance.
  5. Business Information Mismatch:
    Problem:
    The business name or address on your ID doesn’t match the information in your Google Ads account (if you’re verifying a business account).Solution:
    Update Account Information: Ensure your Google Ads account has the correct business name and address.
    Submit Correct Document: Submit a business registration document or ID that matches the information in your Google Ads account.
    Troubleshooting:
    Clear Cache and Cookies: Sometimes, clearing your browser’s cache and cookies can resolve temporary issues.
    Use a Different Browser: Try uploading the document using a different web browser.
    Follow Instructions in Error Message: If you receive a specific error message, pay close attention to the instructions provided and follow them carefully.

Other resources and troubleshooting from the Google Ads help and community forum:
https://support.google.com/google-ads/thread/205152060/error-message-when-i-try-to-upload-documents-for-identity-verification?hl=en