Troubleshooting

How to get help as a customer or a pre-customer

Q: Error Message: “We were able to read the document but the information on the ID does not match the user input. Please make sure the user information matches information on the ID and try again”

A: When conducting an ID verification, Authenticate may occasionally halt the workflow if there's a mismatch between the information on a user’s ID and the data they provide. This pause ensures the accuracy and security of the verification process, preventing potential errors in identity checks.

This error occurs when details such as the user’s full legal name, or date of birth on the ID do not align with the information in the user’s profile (User Details). Before resuming, verifying and updating these fields is essential to confirm that the identity verification process is performed for the correct individual.

Steps to Resolve the ID Mismatch Error

Follow these steps to resolve the mismatch and continue the workflow:

1. Verify Information Accuracy

   Check that the ID information matches the User Object details within the user profile. Pay close attention to fields such as:

   • Full legal name
   • Address
   • Date of birth

2. Update User Profile (if needed)

   If you identify a discrepancy, select the edit button (🖋️) to update the user details in the User Object to match the ID.

   

3. Resume the Workflow

   Once you’ve confirmed all fields are accurate, click "Resume Workflow" to proceed with the pending verifications.

If you are still facing any issues, please feel free to create a support ticket or contact us.

Q: Can a value be passed through in the POST request to Medallion that is returned after the background checks are completed?

A: Currently, we don't support custom variables in Medallion POST requests. An alternative way is to pass the redirectURL dynamically each time a Medallion token is generated; in the redirectURL, you have the ability to pass the params, and once the user successfully completes the Medallion flow, they will be redirected to the configured URL with the parameters.

 

Q. How to test the mock APIs?

A: You'll need a company access code from your account settings to use the mock APIs for testing purposes.

 

Q: Why isn't a user verified despite successful document and selfie verification?

A: Despite successful document and selfie verification, a user might not be verified due to the following reasons:

1. Incomplete Profile Information: Even with successful document and selfie verification, missing details in a user’s profile can halt the verification process. Ensure all required fields are filled accurately.
2. Pending Additional Checks: Criminal checks or other supplementary checks may have been halted. These need to be completed to fully verify the user's identity and background.
3. Discrepancies in Submitted Documents: Any mismatch between user information and the users’ provided document proof can cause a bottleneck in the user verification process. Please ensure that user information exactly matches the information on the users’ document proof.
4. Technical Issues: In rare cases, try clicking on “Resume Workflow,” and if the issue persists, please contact support.

 

Q: Is it possible to retrieve the User Access Code through the API after initiating a Medallion verification?

A: To generate the Medallion link for the APIs, you’ll need your User Access Code. For low-code integration, you can easily check the results and the User Access Code associated with the respective email in the Authenticate portal.

 

Q: What does the error message "We were unable to get a confident read" mean?

A: This error commonly occurs when the system cannot verify the document due to blurriness, poor focus, glare, shadow, holographic reflections on the images, or poor quality. The user can retry uploading a valid document through a new Medallion Verification link.

 

Q: What should be done if verification shows as NA and the workflow cannot be manually resumed?

A: An “NA” status with no manual resume option typically means the identity could not be verified against official databases. Please try updating the user information, or for further assistance, it is recommended to contact support.

 

Q: What does "low digital footprint" mean, and how can it be resolved when creating a user?

A: "Low digital footprint" means the user lacks sufficient online data or credit history to verify their identity. This happens when their PII (Personally Identifiable Information) doesn't match data in authoritative databases. To resolve this, ensure the correct PII is provided, including the full legal name, date of birth, and Social Security Number (SSN). Try running the check again. If the issue persists, contact support for assistance.

 

Q: How do I address verification errors or discrepancies for specific users?

A: To address verification errors or discrepancies for specific users, review the error message to understand the issue, ensure the user's Personally Identifiable Information (PII) is accurate and complete, correct any inaccuracies and resubmit the request, use alternative methods such as document verification or Verify Quiz if standard methods fail, and contact support for further assistance or if the issue persists.