To use the Expert Service, we are legally required to verify your identity. This ensures that your tax return is prepared securely, lawfully, and on behalf of our partner tax advisors.
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Without successful identity verification, your tax return cannot be created by the expert.
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Common reasons for rejection: expired, unclear, or incomplete documents – or mismatched information in the app.
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You can re-upload your documents at any time or contact us directly in case of discrepancies.
🚀 Your Guide
Why was my identity verification rejected?
There are several possible reasons why the identity check was unsuccessful:
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Your ID is expired.
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The document is blurry, pixelated, or not fully visible.
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You uploaded the wrong type of document.
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The name or address on the ID does not match the information in the app.
💡 Please review these points and upload your documents again – either directly in the app or by replying to our email.
What should I do?
Please send us your valid ID documents as soon as possible by email to support@taxfix.de. Our partner tax advisor can only begin preparing your tax return after successful identity verification.
⚠️ Note: Missing or invalid documents will pause the processing of your Expert Service order.
Which documents are accepted?
✅ National ID card
✅ Residence permit
✅ Passport
✅ Driver’s license
👉 If your name has changed (e.g. due to marriage), please send us additional proof like a marriage certificate by email.
💡 You can find more information in this article:
- Which proof is accepted for my identification with the Expert Service?
- What is important for identification?
📸 Important:
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Your full name must be clearly visible.
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The entire document must be shown clearly and in good quality.
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Please no scans or screenshots – only original document photos are accepted.
What if there’s a name mismatch?
If the name on your ID does not match the name in the app, we cannot proceed with the verification.
👤 Example:
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Name on ID: Max Müller
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Name in the app: Max Mustermann
In this case, you have two options:
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You want to update the name in the app?
➤ Just let us know by email – we’ll update it for you. -
The name in the app is correct?
➤ Then send us a valid ID that matches this name exactly.
👉 Accepted proof:
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Official ID (see list above)
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Proof of name change (e.g. marriage certificate)
What if the person is deceased?
In certain cases – such as when a loved one has passed away – we can only continue with the Expert Service if you provide a certificate of inheritance.
This certificate confirms that you are the rightful heir and entitled to receive the tax refund. Without this document, we are legally not permitted to issue a refund to a single individual. This ensures we comply with the law and protect the rights of all potential heirs.
If you cannot provide the certificate, we will cancel the process. If you have already paid, we will refund your payment. Please email us to let us know how you’d like to proceed.
🚀 Fill out the simple question-answer flow - we'll take care of the rest!
Still have questions?
We're here to help! Contact our support team: support@taxfix.de