Troubleshooting Knowledge Based Authentication Errors

Troubleshoot all errors encountered while performing Knowledge Based Authentication

Reasons for KBA Generation Failures

1. Insufficient Quiz Questions Available
   • Error Code: There were not enough questions available to generate a quiz for this user. Please try verifying the user with other ID proofs.
   • Issue Description: When our system cannot gather enough information to formulate a quiz for a particular user because they do not have enough history. This could occur in rare cases when the user is young and doesn’t have enough information (such as credit card history, when a person is 18 years old) available digitally, or if they recently changed their name in the past.
   • Suggested Action: Attempt to verify the user using other available methods. If you would like more guidance, please refer to our Knowledge Base.
2. Lack of Digital Footprint/Identity Not Found
   • Error Code: KBA was not generated due to an uncertain identity. Please update the user object with the correct PII for KBA generation.
   • Issue Description: A KBA cannot be generated when uncertainty regarding the user's true identity exists due to the lack of a digital footprint. This usually occurs when the user’s information can not be narrowed down to an identity.
   • Suggested Action: Update the user object with correct information or add a Social Security Number (SSN) for improved results. If the generation fails again, we suggest trying another alternative to verification.
3. Multiple Records Found

• Error Code: KBA was not generated because multiple matches were found for this user. Please update the user object with the correct PII for KBA generation.
• 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 quiz generation.
• 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 ID Mismatch Error

This occurs when the data on the submitted ID does not match the user's details on Authenticate. This could be an early indicator of fraud, so we require you to review and fix the inconsistency to proceed.

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 an issue, please feel free to create a support ticket or contact us.