The first licenses issued when the state transitioned to digital licenses in late 2003 are now being renewed, and some people are experiencing issues because tag agents and public safety staff are just learning the system.
"We’re seeing more of this now, but we are getting better,” Gentry said, adding the department also is changing the verification software.
Vi Davis, owner of Arcadia Tag & Title, said the problem is not uncommon. She often has to adjust the license holder’s photo to make sure the software can recognize the individual.
"It’s obvious if it is the same person, and I can usually just take the picture again to solve the problem,” Davis said. She noted that it is normally only an issue when people are pressed for time — like over lunch.
The majority of complaints come from people who allow their license to expire or who don’t show up prepared and with enough time to go through the process, Davis said.