Screenshot Uploaded Instead of Original Document

Export a PDF from your bank or provider app, or photograph a printed document.

How to fix

A screenshot looks like the document, but loses the metadata that confirms it’s genuine. The fix is to get the original file — not a capture of it.

For bank statements:

1. Open your banking app and go to Statements or Account history
2. Select the period (last 1–3 months)
3. Tap Download, Export, or Share — look for a PDF icon or three-dot menu
4. Choose PDF and save the file
5. Upload the PDF directly to the verification form

If the export option isn’t in the app, try the web version of your bank on a computer. Also check your email — many banks send monthly statements as PDF attachments.

For utility bills:

• Log in to your provider’s website and download the bill as a PDF
• Or photograph the printed paper bill — flat surface, all four corners visible, no glare

Watch out for

• Screenshotting a PDF open on your screen doesn’t work — upload the PDF file itself
• Cropping the status bar from a screenshot doesn’t help — it’s still detected as a screenshot
• “Share” and “Export” are different functions — “Share” often shares a screenshot, “Export” gives you the actual PDF