Identity verification errors

If you are experiencing an error when attempting to verify your identity in Sonia, the following information may assist you in resolving the problem.

Error messages

Error message in SoniaExplanation
Automatic verification of your [DOCUMENT] failed. Please check that the above details exactly match your document and try again.

The details you provided did not match the records held by the document issuer or official record holder.

Please check the document details for accuracy and try again.

Document verification failed, please try a different document type.

The document issuer or official record holder has prevented verification of that particular document. Possible reasons for this are outlined below.

Please choose a different identity document to complete verification.

Document verification is temporarily unavailable. Please try again later.

Sonia was unable to communicate with the Document Verification Service or official record holder. This may be due to planned system maintenance or an unexpected technical issue.

Please attempt document verification later or choose a different document type.

Please fill in all fields correctly

  • [FIELD] is required

The data you have entered does not meet the requirements for verification of the selected document type.

Please check the document details for accuracy and ensure all mandatory fields are completed before trying again.

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Reasons document verification might be refused by the official record holder

  • Australian travel document (eg passport)
    • The travel document has been expired longer than three years.
    • The travel document status means that it is not valid for travel. For example, the document is within its expiry but has been recorded as lost/stolen, the holder is deceased, the document has been superseded by a later issued document, the document is in transit, the document has been impounded, etc.
    • The travel document is a provisional travel document, issued in an emergency to Australians overseas.
  • Birth certificate

    Australian Capital Territory

    • The certificate has not been converted to an electronic record because it was issued before a certain date, or is outside the period in which the registry commenced issuing certificates.
    • The certificate or the certificate paper has been reported as lost/stolen.
    • The individual is recorded as being deceased.
    • The certificate holder has had a subsequent change of name and therefore the name details provided do not match the latest recorded name for that individual.

    New South Wales

    • The certificate has not been converted to an electronic record because it was issued before a certain date, or is outside the period in which the registry commenced issuing certificates.
    • The certificate has been reported as lost/stolen.
    • The individual is recorded as being deceased.

    Northern Territory

    • The certificate has not been converted to an electronic record because it was issued before a certain date, or is outside the period in which the registry commenced issuing certificates.
    • The certificate or the certificate paper has been reported as lost/stolen.
    • The individual is recorded as being deceased.
    • The certificate holder has had a subsequent change of name and therefore the name details provided do not match the latest recorded name for that individual.

    Queensland

    • The certificate has not been converted to an electronic record because it was issued before a certain date, or is outside the period in which the registry commenced issuing certificates.
    • The certificate or the certificate paper has been reported as lost/stolen.
    • The individual is recorded as being deceased.

    South Australia

    • The certificate has not been converted to an electronic record because it was issued before a certain date, or is outside the period in which the registry commenced issuing certificates.
    • The certificate or the certificate paper has been reported as lost/stolen.
    • The individual is recorded as being deceased.
    • The certificate holder has had a subsequent change of name and therefore the name details provided do not match the latest recorded name for that individual.

    Tasmania

    • The certificate has not been converted to an electronic record because it was issued before a certain date, or is outside the period in which the registry commenced issuing certificates.
    • The certificate or the certificate paper has been reported as lost/stolen.
    • The individual is recorded as being deceased.

    Western Australia

    • The certificate has not been converted to an electronic record because it was issued before a certain date, or is outside the period in which the registry commenced issuing certificates.
    • The certificate or the certificate paper has been reported as lost/stolen.
    • The individual is recorded as being deceased.
  • Centrelink concession cards
    • The individual has never held a concession entitlement.
    • The individual does not have a current concession entitlement or is deceased.
    • The individual is only receiving the Family Tax Benefit concession.
    • The concession card has expired.
  • Citizenship certificate
    • The certificate has been voided because it has been recorded as lost/stolen.
    • The individual never attended the citizenship ceremony or has had their citizenship status revoked.
    • The individual has been reported as being deceased.
  • Descent extract
    • The individual never attended the citizenship ceremony or has had their citizenship status revoked.
    • The individual has been reported as being deceased.
  • Marriage certificate
    • The certificate has not been converted to an electronic record because it was issued before a certain date, or is outside the period in which the registry commenced issuing certificates.
    • The certificate or the certificate paper has been reported as lost/stolen. (All states and territories except Victoria)
  • Medicare card
    • The card has been superseded by a later issued card or the customer is no longer associated with the card details entered.
    • The card has been reported as lost/stolen or has been recorded as fraudulent.
    • The card has expired. (Blue or yellow cards only)
    • The card has been cancelled, stopped or ceased by an administrative function, the card holder is deceased or the individual is no longer entitled to benefits.
  • Visa
    • The individual's visa has been cancelled or has expired.
    • The individual has been reported as deceased.
    • The individual never arrived in Australia or is offshore/out of the country. (Includes temporary visa holders that have arrived and subsequently left, but excludes permanent residents)
    • The individual has acquired Australian citizenship and will now have an Australian Citizenship certificate.

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