Same document rejected twice, once for the first name, once for the surname

[Beep-Twix]

🏷️ Discussion Type

Bug

💬 Feature/Topic Area

Verification Help & Guidance

Hi everyone,

Hello,

I keep getting rejected for the Student Developer Pack, and I think the
automated check is misreading my document.

I submitted an official certificate of enrolment from my school: printed on
school letterhead, signed by the head of the institution, with the national
school registration number and the current academic year. I also added an
English translation, since the original is in French.

My school prints my name in the standard French order, surname first. My
first name and my surname sit side by side, in bold, on the same line.

Here is the part I cannot explain:

• One attempt was rejected only because the first name did not match.
• The next attempt, with the same document and the same account settings,
  was rejected only because the surname did not match.

Both names are right there, next to each other. The check finds one and
misses the other, then swaps which one it misses.

My profile name and my billing first and last name fields match the
document, and I log out and log back in before every attempt, as the
rejection message asks.

Other people have reported the same thing it seems to affect documents where the surname comes first.

Could someone look into this?

Thanks in advance for any help. And if anyone has found something that
makes the check read their document correctly, I'd be glad to hear it.

Username: Beep-Twix

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