Complete a document request

Use this journey when you received an access link asking you to fill in a form and send documents. You do not need a Cogneris account.

Before you start

You have the message (e-mail, SMS or WhatsApp) or the QR code with your personal link. Do not forward it: the link is yours, and it may allow a limited number of accesses.
Have your documents at hand. You can photograph them with your device's camera or upload files: PDF, JPEG or PNG, up to 15 MB each.
A device with a camera is recommended — some requests, such as a selfie, accept only the camera.

Open the link. The Document Portal page shows Verifying link... and then the request. The side of the page shows your Progress (Verifying link..., Fill Form, Submit Documents, Documents Received!), the Security notes (Protected link, No account required, Limited access) and the Context: the expiry date and the Process ID.
If the page offers a Journey language selector, choose your language.
Fill Form — Please fill in the form below before submitting your documents. Answer the questions. Your answers are saved as you type: if you close the page, the link brings you back to them. When done, select Submit (or the form's own last button).
Submit Documents — the page lists one card per requested document, with its title and instructions. For each document:
- Select Open Document Camera and photograph the document, or
- Select Upload File and choose the file.
Portal checks the image (Analysing document quality…). If the quality is not ideal, it asks whether to retake: choose Yes to retake or No to keep it. If the quality is too low, select OK and take the photo again — a low-quality image cannot be sent. A captured document is marked done. Use Retake to replace it or Delete to remove it.
When every required document is captured, select Confirm. The button shows Submitting….

If a reviewer could not accept one of your documents, you receive a new link through the same channel. The link you had before stops working.

Open the new link. The status reads Correction needed: We reviewed your documents. Only the item(s) below need to be resent — everything else is already approved.
The documents to send again are marked Resend, with the reviewer's Reason:. The others are marked Already approved and cannot be changed.
Capture or upload each document marked Resend, then select Resend document.

The page shows Documents Received! — Your documents have been submitted successfully. You will receive a confirmation shortly. You can close the page.
Opening the link again shows the same confirmation.

What you see	What it means	What to do
Link Expired	The request passed its expiry date	Contact whoever sent you the link to ask for a new one.
Link Cancelled	The sender cancelled the link	Contact the sender.
Access Limit Reached	The link was opened as many times as allowed	Contact the sender for a new link.
Link Not Found	The link is incomplete, or it was replaced by a newer link sent to you	Use the most recent message you received, and open the link without editing it; otherwise contact the sender.
Unable to Verify Link	Portal could not check the link right now, or your connection failed	Select Try again after a moment and check your connection.
Could not submit the form. Your answers are still here. Please try again.	The form was not sent	Select Submit again.
Document capture failed. Please try again.	The photo or file was not received	Capture or upload it again. Check that the file is PDF, JPEG or PNG and up to 15 MB.
Confirm does nothing	A required document is missing, still uploading, or its image quality is too low	Check every card: each required document must be marked done, without a low-quality warning.
Could not finalize your submission. Please try again.	Your documents were not all stored	Select Confirm again.

Last reviewed 2026-10-09 · Version 0.1.0 · Owner: product-documentation