Check deposit return or rejected with the reason "Unusable Image" or "non-compliant image"

For an 'Unusable image', there are 2 scenarios:

Scenario 1: Unit rejects for Unusable Image. In that case, the customer can retry the deposit with the following instructions.
Scenario 2: 'Unusable Image' is a return, in which case, there is no additional action we can take because Ensenta will not accept a retry of a returned check. The check cannot be redeposited with Unit.

A rejected check with the reason "Unusable Image" or "Non-compliant Image" means the picture taken of the check didn't meet the standards required for electronic bank processing. The image could not be converted into the necessary black and white X9 file, which is the standard format banks use.

Here's a quick guide on the key guidelines to follow for a successful mobile check deposit:

📸 Image Capture Best Practices

The goal is to get a crisp, high-contrast, and properly aligned image that the automated scanning software can read correctly.

Guideline	Why It's Important
Use Landscape Mode	Capture the image in landscape orientation. Make sure to disable any rotation lock on your phone so the camera app functions correctly for this orientation.
Background & Contrast	Use a dark, consistent, and non-reflective background. Avoid patterns or textures like wood grain or marble. If your surface is light, place the check on a contrasting solid-colored sheet of paper. A light background can confuse the optical reader.
Lighting	Ensure the lighting is optimal and even. Avoid shadows falling across the check.
Avoid Flash	Do not use the camera flash. The flash can "wash out" the image, reducing quality and contrast.
Positioning	Hold the camera parallel to the check, not at an angle. Match the check inside the guidelines on your phone's screen.
Keep it Flat	The check must lay as flat as possible with no folds. Folds can warp the image, making it unreadable for Optical Character Recognition (OCR) software.
Define the Borders (Optional Tip)	For extra help with alignment, you can place a small dot (about the size of an eraser) in each corner of the check. This helps the OCR software properly define the borders.

💡 Important Things to Know

Black and White Conversion

The system doesn't use the full-color image you see on your screen. The image is automatically converted to a black and white X9 file for bank processing.
This standard conversion process is what ultimately fails, even if the image appears legible to the human eye.

Check Sizes

While the software should auto-detect, knowing the standard sizes can help ensure you're capturing the entire item:

Personal Checks: $\approx 5.7 by 2.2 inches$
Business Checks: $\approx 8.7 by 3.8 inches$

What to Do Next

If the check was returned with this reason, the customer is welcome to resubmit for deposit again following the correct mobile deposit capture guidelines above.