Fixing errors when uploading a photo
When you submit a visa or an NZeTA photo online, you will get an error message if the photo does not meet requirements. Check what you can do to fix the errors.
Note
Check our requirements for acceptable photos. Your photo is more likely to be accepted if you use a business that takes passport photos.
- between 900 x 1200 and 2250 x 3000 pixels
- between 500 KB and 3 MB, and
- in portrait format.
- between 900 x 1200 and 2250 x 3000 pixels
- between 500 KB and 3 MB, and
- in portrait format.
- there is a good source of even lighting across the whole image
- your background is not too bright or too dark — light grey is often a good background colour, and
- you have adjusted your camera’s exposure settings.
- your face takes up 70% to 80% of the frame
- you have a clear gap around the head, and
- your photo is between 900 x 1200 pixels and 2250 x 3000 pixels.
- you look directly at the camera
- your whole face can be seen
- your face is centred in the frame and does not lean to one side, and
- the photo is upright (portrait), not rotated, when you upload it.
- you look directly at the camera
- your whole face can be seen
- your face is centred in the frame and does not lean to one side, and
- the photo is upright (portrait), not rotated, when you upload it.
- are the only person in the photo, and
- wear plain clothes and stand against a pale, plain background
- light sources that do not light your whole face
- standing too close to the background (creating shadows behind the head)
- long hair and jewellery.
- there is enough lighting across your face
- you tuck long hair behind your ears
- there are no patches of light or dark shadows in the image, and
- you are standing 1.5 metres away from the background.
- remove your glasses to avoid glare, and
- direct strong camera flashes at the ceiling to avoid glare from the eyes.
- your eye region is clearly visible, and
- there is enough lighting on your face.
- 900 x 1200 and 2250 x 3000 pixels, and
- 500 KB and 3 MB.
- change your camera settings
- use a different camera, or
- check how you saved the image.
Your image might be too big or too small to meet our requirements.
How to fix your photo
Your photo must be:
If the photo is too big or too small, you need to resize it or take a new photo.
If you cannot resize the image, take a new photo and adjust your camera’s settings to meet our requirements.
Your image might be too big or too small to meet our requirements.
How to fix your photo
Your photo must be:
If the photo is too big or too small, you need to resize it or take a new photo.
If you cannot resize the image, take a new photo and adjust your camera’s settings to meet our requirements.
We cannot clearly see your face. Your photo is too dark, too bright or has too much shadowing.
How to fix your photo
Make sure:
We cannot clearly see your face. Your photo may be too small or your face does not take up enough of the frame.
How to fix your photo
Make sure:
If you continue to receive this message, try making the photo larger.
Our software has detected that your face is leaning to the side.
How to fix your photo
Make sure:
Our software has detected that your face is leaning to the side.
How to fix your photo
Make sure:
Your photo can appear to have more than 1 face if it contains strong patterns — either in the background or on your clothing — or if the photo is very large.
How to fix your photo
Make sure you:
If you think your photo meets our requirements, try reducing the size of your photo.
Our software has detected shadowing or uneven lighting on your face. Causes can include:
How to fix your photo
Take a new photo and make sure:
Our software cannot correctly read the eye region in your photo. This might be because of glare on your glasses or strong lighting.
How to fix your photo
Make sure you:
Our software cannot correctly read the eye region in your photo. This might be because you are wearing glasses with heavy frames, or the photo has shadowing or not enough lighting.
How to fix your photo
Ensure the eye region in your photo is clearly visible.
If you are wearing glasses, try removing them and take a new photo.
If you still receive this message, make sure there is enough lighting on your face
Our software cannot correctly read the eye region in your photo. This might be because you are wearing glasses with heavy frames, or the photo has shadowing or not enough lighting.
How to fix your photo
Make sure:
If you are wearing glasses, try removing them and take a new photo.
We cannot accept your photo because the photo resolution needs to be higher.
How to fix your photo
Check your photo is between:
If you still receive this error message you may need to:
When you save the image on a computer make sure you do not reduce its quality by choosing options that reduce or limit the file size.
If the camera you are using cannot take a high quality photo that meets our requirements, you need to use a different camera or visit a professional photographer.
We cannot accept your photo because the image is not sharp enough.
How to fix your photo
Take the photo again using your camera’s auto focus setting and, if possible, use a tripod to avoid camera movement.
Contact us
Contact us if you try to fix your photo error but you keep receiving error messages.