1 min readUpdated 2 August 2026
If your document was rejected, do not worry. It usually means we could not clearly confirm your eligibility from the image or information provided.
We only reject documents manually, if your uploaded document isn’t approved straightaway it will require manual approval or further information from you.
Common reasons include:
- The wrong side of a Blue Badge was uploaded
- The photo is blurry, too small or cropped
- The document has expired
- A benefit letter is more than 2 years old and has no future expiry date
- A PIP or ADP letter does not show the full first page
- The document type is not accepted
- A digital document needs extra evidence
- Wrong image uploaded e.g. selfie
What should I do next?
The best thing to do is wait for our email in case we need further information from you.
We normally contact people within 24 hours (Mon-Thurs) and 48-72 hours over weekend - this will vary depend on how busy we are and can sometimes by quicker.
Emails will come from our support team - [email protected] - please check your junk/spam folder.
Do not upload the same rejected image again unless you have retaken it or corrected the missing information.
Read our How do I take and upload a document photo that Purpl can accept?
What if I do not have another accepted document?
You can ask your GP or another health professional to complete Purpl’s Disability or Long-Term Condition Confirmation Form.
Related help
How do I take and upload a document photo that Purpl can accept?
Which documents can I use to verify my Purpl membership?
How do I upload my document?
I do not have any accepted documents. What can I do?
