In short: Most registration messages already name the next step: retake a photo, switch to your driver workspace, or add a missing detail. You only need support if a message stays after you try again.
The messages below come from the Maxmove Driver app. The web dashboard mostly uses the same or very similar wording.
Uploading documents
| Message | What it means | What you can do |
|---|---|---|
| Permission required: "Grant camera and photo permissions to upload documents." | The app is not allowed to use the camera or your photos. | Allow access in your phone's settings and try again. |
| Potential quality issues | The photo may be hard to check. | Tap Retake: all four edges visible, no glare, text clearly readable. |
| "We could not read that document image. Please retake the photo and try again." | The image file was empty or could not be read. | Take the photo again. |
| "We couldn't upload that document. Please try again." | The upload failed. | Check your internet connection and upload the document again. |
| "Your identity documents are no longer valid for verification. Please re-upload them and try again." | Your earlier ID photos can no longer be used. | Upload the front and back of your ID again. |
| "Image is too large. Please choose a smaller photo." | The profile photo is too large. | Take a new photo or choose a smaller one. |
The documents you need are listed in Complete onboarding and document checks. Messages about the identity check with a live selfie are explained in Identity check during registration.
"Select your driver workspace"
Message: "Select your driver workspace to continue onboarding." The web dashboard shows Switch to your driver workspace.
What it means: Your registration as an independent driver belongs to your driver workspace, but you are currently in a different workspace, for example a fleet.
How to switch:
- App: during registration, tap the help icon at the top, then Switch workspace. Under Driver, pick your driver workspace or Resume independent driver onboarding.
- Web dashboard: click Switch workspace and pick your driver workspace.
Payout setup and submitting
Only independent drivers have the Payout step. There you add your bank details with a bank proof and submit your application.
| Message | What you can do |
|---|---|
| Payout setup is not available right now: "Payout setup is temporarily unavailable. Please try again later." | This is not caused by your details. Try again later. |
| "Add your bank details before submitting your application." | Enter the account holder and IBAN, then save. |
| "This IBAN is not valid. Please check it." | Compare the IBAN character by character with your bank card or bank statement. |
| "Upload your bank proof to continue." | Upload a screenshot from your banking app, a photo of your bank card, a bank statement or a letter from your bank. The IBAN and account holder must be readable. |
| "Choose a PDF, JPEG or PNG up to 25 MB." | Choose a different file in one of these formats. |
| "Upload your tax proof with your tax details before submitting." | Open Tax details under Documents and upload the proof. |
| "Add your tax details under Documents before submitting." | Open Tax details under Documents and complete them. |
| "Complete the identity check under Documents before submitting." | Do the Identity check under Documents. |
More about bank details and payouts: Payouts and earnings overview.
Loading, saving and signing in
| Message | What you can do |
|---|---|
| We couldn't load your onboarding data: "Please check your connection and try again." | Check your internet connection and tap Try again. |
| Unable to save your details: "Please sign in again to continue." | Sign out and sign in again. |
| "We couldn't submit your onboarding details. Please try again." | Try again. If the message stays, contact support. |
| "This phone number is already linked to another account." | Sign in with the account that uses this number, or enter a different number. |
| "Your identity details have changed. Some steps need to be reviewed again before you can continue." | You changed your identity details. Check your documents and confirm them again. |
Rejected, changes requested, in review
| What you see | What it means | What you can do |
|---|---|---|
| A document marked Requires attention | Maxmove did not accept this document. If Maxmove gave a reason, it appears below. | Upload the document again. |
| Documents need an update, items marked Re-upload | Maxmove wants changes before approval. A message from Maxmove appears below. | Fix the marked items and tap Resubmit for review. |
| In the workspace list: Update independent driver application | The same: Maxmove requested changes. | Tap it, make the changes and submit again. |
| Independent driver application: "Your application is waiting for manual review. Workspace access stays locked until approval." | Your application is submitted and being reviewed. | Nothing. Maxmove will notify you. |
| Independent driver application: "This application was not approved. Workspace access is unavailable." | Maxmove declined your application. | If you have questions about the decision, contact support. |
After you are activated, Maxmove can decline a new document, such as a new driving licence. You then see New licence declined or New document declined with one of these reasons:
- "The photo is hard to read. Photograph the whole document again in good light."
- "This isn't the document we asked for."
- "The document has expired. Upload a valid one."
- "A page is missing. Upload the complete document."
- "The name doesn't match your account. If your name changed, contact support."
If you are activated but see no jobs, see No jobs visible: is my account blocked?.
When to contact support
Contact support if
- a message stays after you try again,
- the identity check shows "No attempts left.",
- your application was not approved and you have questions,
- your name changed and no longer matches your documents,
- your phone number belongs to an account you can no longer access.
In the driver app, open Help & Support and tap Chat with support. During registration, you reach Help & Support through the help icon at the top of the screen. Include the exact message, the step, and whether you use the app or the web dashboard. Do not send document photos, ID numbers or bank details in the chat.