Do this when a document is about to expire, when one is marked Not accepted, or when the app reminds you.
Before you start. Have the renewed document in hand, in good light, on a flat surface. If the camera is off for GuyWay, you can allow it in the phone's settings or choose a photo you already took.
Steps
- Open the Account tab and tap Documents.
- Tap the document. For an ID, choose the ID card or the passport.
- Fit the document in the frame and tap Take the photo. Tap Use this photo, or Retake if it is blurred or cut off. Cards need the front and the back.
- Wait while the app reads it. This takes a few seconds.
- Check every line against your document and correct anything wrong. Dates are written year-month-day.
- Tap Everything is right, send it. The row changes to Being checked.
What happens next
The desk checks the document within one working day and the app tells you when it is approved. If the photo is not good enough, the row changes to Not accepted and says what to fix; scan it again.
You can keep going online while a renewal is being checked, as long as the document it replaces is still in date. Renew early: it costs nothing.
If a required document expires before the renewal is approved, you go offline the day after its expiry date and cannot go online again until the renewal is approved. A trip already started is finished first. Your slot line stays yours.
From 30 days before the expiry date, the row shows Expires soon and Home shows a documents banner.
If something goes wrong
| Problem | Likely cause | Fix |
|---|---|---|
| "We could not read that photo" | Glare, blur or part of the document cut off | Tap Scan it again in daylight, with the whole document in the frame. Or take the document to the hub |
| The state stays Being checked for more than a working day | Not yet reviewed | Send a WhatsApp message to +592 655-7775 with your name |
| "No signal, so the photo was not sent" | No mobile data | Try again when you have a signal |
| The app suggests a different document type | The reader recognised another document | Accept the switch, or tap the button that keeps your choice |
Related: Documents you need, Your data, App problems