Richard Lee is from Taiwan but grew up in New Zealand. He has since moved to Australia and he went to renew his passport on Tuesday morning online so he could go back home for Christmas.
He had never renewed his passport before, and was pretty surprised when the facial recognition software failed to accept his passport photo.
An awkward error message popped up on the screen saying: The photo you want to upload does not meet our criteria because: Subject eyes are closed.
Mr Lees eyes were clearly open.
I tried a few different ones and no luck, he told news.com.au.
So I rang up the passport office and they told me there was shadowing in my eyes and also uneven lighting on the face, which makes it hard for the software to process.