Check the following:  

1. Make sure you're using your original, physical passport. 
   We can't accept photographs, photocopies, or digital versions of your passport. The document needs to be the real thing.  
2. Make sure your name matches exactly.
   Enter your name exactly as it appears on your passport, including any middle names, hyphens or apostrophes. Special characters should be converted to their English equivalent. For example:
   • ñ becomes n  
   • à becomes a  
3. Check your passport hasn't expired.
   We only accept passports that are currently valid. If your passport has expired, you'll need to use an alternative accepted document.  
4. For non-Australian passports:
   • Choose the passport you used to enter Australia. We verify your Australian visa details, so your passport must have a valid Australian visa attached to it.  
   • Enter your name exactly as it appears on your Visa Grant Notice. Some passports (e.g. New Zealand) may have an electronic visa issued on arrival in Australia.
   • If you've been issued a new passport while in Australia, you may need to update your visa details with the passport issuing authority. 
   • If you've become an Australian citizen, your previous visa may no longer be valid. Please use your Australian passport to verify your identity.

All Australian driver licences are accepted, including Full, Provisional, Learner, Heavy Vehicle and Motorcycle licences. Active, disqualified and suspended licences can also be used.  

1. Make sure you're using your original, physical driver licence.
   We can't accept digital licences, photographs, or photocopies. If you're using the Service NSW app or another digital wallet, please use your physical card instead.   
2. Make sure your name matches exactly.
   Enter your name as it appears on your licence. You don't need to include your middle name; you can leave that field blank.  
3. Make sure your licence isn't expired or cancelled.
   We only accept licences that are currently valid. If you've recently renewed your licence, please wait until your new card arrives as the document number will change when a replacement is issued.  
4. Make sure you're entering the correct card number and licence number.
   These are two different numbers and it's easy to mix them up. Double-check you've entered each one in the right field.  
5. WA licence holders:
   There may be a block on your licence that's preventing verification. Log in to your DoTDirect online account to check and temporarily remove any manual blocks.  

Still having trouble verifying your licence?  

There are a few state-specific issues that can affect name matching:  

• VIC and TAS:
  When scanning your licence, if your details are being captured incorrectly, try placing your licence on a plain, light-coloured background instead.
  Your card may show a middle initial rather than your full middle name. Enter your full middle name as it was registered with VicRoads, not just the initial printed on the card.
• WA and ACT:
• Some licences show 'TN' to indicate the name has been shortened due to character limits. Enter your full name as it was originally supplied to your state road agency.  
• NSW:
  If you changed your name before 2006, your name change may not have been recorded in the government's verification system. Contact Service NSW to update your record or try verifying with a different document.  

When taking your selfie, make sure you:  

• Remove any hats, glasses, or face coverings  
• Look directly at the camera and hold your device still  
• Avoid shadows, busy backgrounds, and bright or overexposed lighting  

If you normally wear a head covering for religious reasons, you're welcome to keep it on - just try to show as much of your face as possible. 

The link your Optus agent sends you is single-use only and expires after 20 minutes. Each step in the process also has a time limit, so try to have your ID document ready before you start. If your link expires or times out, don’t worry. Just let your Optus agent know and they'll send you a new one.  

Use your Australian passport to complete digital identity verification. If you don’t have an Australian passport, choose the passport you used to enter Australia. We verify your Australian visa details, so your passport must have a valid Australian visa attached to it. 

If you have a single name, we'll use other methods to verify your identity.

If your single letter last name is O, you can still use digital identity verification. For all other customers, we'll use other methods to verify your identity.  

Your privacy and the security of your personal information is our priority. All information collected during digital identity verification is securely encrypted and stored within Australia in a protected environment. Your personal information is only accessed by authorised Optus personnel where required, such as for fraud prevention or to meet our legal obligations. For more information on how we handle your personal information, see our Privacy Policy.