Troubleshooting Authoritative Database Check Errors

Troubleshoot all errors encountered while performing Authoritative Database Checks

User Country Restricted
- Error Code: Authoritative Database check is available to U.S IDs only. The uploaded ID is from [Country Name]
- Issue Description: Authoritative Database Check is only available for individuals who reside in the United States of America. The user you are trying to verify could be from outside the US or does not have a long enough history in the US for them to be verified.
- Suggested Action: Attempt to verify the user using other available methods. We support international identity verification for over 40 countries, but this is currently available only via API.
Multiple Matches Error
- Error Code: Multiple matches were found for this user. Please update the user object with the whole SSN and resume the workflow.
- Issue Description: There might be many individuals with similar PII (like combinations of first/last name, date of birth, and so on), but sometimes the system cannot uniquely identify the individual for the verification.
- Suggested Action: Ensure that the information provided is accurate. Consider updating the PII (first/middle/last name and date of birth) or adding a partial or full SSN for higher accuracy and better results.
- Steps to Resolve the Error
  
  Follow these steps to resolve the mismatch and continue the workflow:
  1. Update SSN
    
    Navigate to the “User Data” section, and select the edit button (🖋️) to update the SSN
  2. Resume the Workflow
    Once you’ve added the SSN (partial or whole), 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.
Unverifiable Errors
- Error Code: The user name is incorrect. Please update the name and resume the workflow. Learn more
- Issue Description: 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.
- Suggested Action: 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.
- Error Code:The SSN does not match with user PII. Please update the SSN and resume the workflow.
- Issue Description: There's a mismatch between the SSN on a user’s ID and the SSN they provided. This pause ensures the accuracy and security of the verification process, preventing potential errors in identity checks.
  
  Suggested Action: Steps to Resolve the ID Mismatch Error
  
  Follow these steps to resolve the mismatch and continue the workflow:
  1. Update User Profile
    
    If you identify a discrepancy, select the edit button (🖋️) to update the user SSN in the User Object to match the ID.
  2. 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.