Identity Verification Error Handling
If a user is unable to complete an Identity Verification transaction, consult the table provided below for further guidance. The table delineates the suggested user notice and subsequent actions corresponding to each type of failure.
| 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 that the document is well-lit and on a neutral background (no patterns and should contrast 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 5 months ago