Identity Verification Error Handling
V.1
If a user cannot complete an identity verification transaction, refer to the table below for guidance. It provides suggested user notices and actions for each failure type.
| Recommended User Guidance | Failed Liveness | Failed Biometric Match | Failed Document Liveness | Failed Barcode Security | MRZ/OCR Mismatch |
|---|---|---|---|---|---|
| Prompt user to move to better lighting (well-lit face, no glare in camera, no bright lights behind the user). Environmental factors are the key cause of false rejects. | x | x | |||
| Prompt user to change background. | x | ||||
| Prompt the user to ensure the document is well-lit and on a neutral background (no patterns and contrasting with the document). | x | x | x | ||
| Avoid glare on the document. | x | x | x | ||
| Prompt users to ensure they are using the original document and not a copy. | x | ||||
| Prompt the user to ensure the document fills the capture guides. | x | x | |||
| Ensure the document is clean and unobstructed. | x | ||||
| Inform the user you were unable to verify the authenticity of the document. | x | x | x |
Updated 9 days ago