Uploading the correct documents helps us review your account, chauffeurs, and vehicles more quickly. Before you submit a file, please check the requirements shown in the Partner Portal and use the checklist below.
Note: the documents you can upload depend on the permissions assigned to your account. Authorized representatives or Admins can upload company documents and documents for chauffeurs and vehicles on the account, while non-admin chauffeurs can only upload their own chauffeur documents via the app.
Before you upload
Upload the document for your company, or chauffeur/vehicle.
Make sure the entire document is visible, including all required pages.
Check that the file is clear, readable, and not blurry or cropped.
Confirm that names, dates, VINs, license plates, and other details match across your documents and company information.
Check that the document is still valid and will not expire within the next 14 days.
Include all required signatures, dates, and other information.
Follow any city-specific requirements or examples shown in the portal.
Most common reasons documents are not approved
1. The wrong document was uploaded
Upload each file under the exact document type requested in the Partner Portal. For example, don’t upload an insurance quote, screenshot, or unrelated permit where an official insurance certificate is required.
If you’re unsure which document to use, check the sample document and upload guidelines next to the document field.
2. The document is registered to someone else or a different vehicle
The document must match your company, or the chauffeur or vehicle being added or updated.
Chauffeur documents must show the correct chauffeur’s details.
Vehicle documents must display the correct license plate and VIN.
Company documents must list the correct legal entity or company name.
Documents for a different chauffeur, vehicle, or company cannot be approved, even if the document type is correct
3. Required information is missing or does not match
The right document type has been submitted, but does not match information in the partner portal or other supporting documents.
Common examples include:
Full legal name
License plate number
VIN
Document or policy number
Issue date and expiry date
Required signatures
Vehicle make, model, or year
Company, owner, lessor, or lessee details
Please make sure all information is complete and matches across the document, the details added to the partner portal, and any supporting documents. For example, check that the license plate on your vehicle registration matches the license plate displayed for that vehicle in the partner portal.
4. The file is incomplete, cropped, or unreadable
We can’t review the document because the quality or presentation makes important details difficult to read.
Please upload the full document. Files won’t be approved if they are:
Blurry, too dark, or low resolution
Cropped, and missing information
Missing required pages
Photos or screenshots that don’t show the full document
Covered by glare, reflections, fingers, or other objects
Before you submit a document, open the file. Make sure every page and all important details are clear.
5. The document is expired or expiring soon
Documents must be valid when reviewed and have at least 14 days of remaining validity. Expired documents, or documents that expire within 14 days, may not be approved.
Please upload the renewed document as soon as it is available. For more information, see What should I do when a document expires?.
6. The document is not signed or the dates are unclear
Agreements and other documents that require signatures must be signed and dated. Dates should be clear and consistent throughout the document.
For example, a lease agreement may not be approved if:
One or both required signatures are missing
The start or end date is missing or contradictory
The agreement does not explain how an open-ended lease can be ended
The signature dates do not match the agreement or effective date
7. The document can’t be officially verified
The uploaded file might be readable and relevant, but it isn’t the official document needed for approval. Examples include:
An insurance quote instead of a policy or certificate of insurance
An unofficial label or permit instead of the official permit or sticker
Check the document sample or description in the partner portal to ensure the upload provides the required official proof.
Chauffeur profile pictures
Chauffeur profile pictures have additional requirements because they are shown to guests in the Blacklane app.
Please upload a photo that is:
In color
Clear, well lit, and in focus
Front-facing, or only slightly angled
Framed from the head to the upper chest
Taken outside the vehicle against a plain white or neutral background
Free from distracting objects or scenery
Please do not upload:
A selfie
A black-and-white photo
A photo taken inside the vehicle
A photo with sunglasses or a face mask
A photo with earphones or a headset, except an approved hearing aid
A photo with casual headwear, hats, or hairbands, except for approved religious or cultural reasons
The standard attire is a well-fitted black, navy blue, or dark grey suit with a plain white or light blue long-sleeved shirt. A tie is required for male chauffeurs and optional for female chauffeurs. Suit and tie combinations must be formal, un-patterned, and within the approved color combinations.
For more info, see How to take the perfect profile picture.
Driver’s licenses are verified differently
Driver’s licenses are not uploaded or replaced manually through the Partner Portal. They are verified through Onfido, a secure identity-verification process.
If a driver’s license is expired, renewed, or rejected during verification:
Contact Blacklane via chat.
Tell us the name of the chauffeur whose license needs to be updated.
We will help retrigger the verification email so the chauffeur can complete the Onfido check.
See the Onfido guide and Onfido FAQ for more information.
What happens if a document is not approved?
If a document is not approved, read the comment shown in the partner portal. It explains what needs to be corrected.
Upload a new version after making the requested changes. The new upload will be reviewed again, so please do not upload the same file without correcting the issue.
For more information, see What should I do if a document is rejected?
