Failed Identity Verification

During the Proof transaction workflow processing, it is vital to consider and implement all error values listed in the UI SDK documentation.

There are two primary stages in a proof transaction, name of the document capture and selfie capture. To help users succeed, the application's user interface (UI) must offer precise input for the possible scenarios that users may face and need to resolve.

When the DocumentFailed page is alerted, the UI SDK uses the additional information properties to report feedback on failed document capture attempts. To correct the difficulties, the reason field and the additionalReason array must be combined to guide the user.

The example of the format shown below is also available in UI SDK documentation:

`{ 
    type: 'authid:control:page', 
    params: { 
        name: 'DocumentFailed', 
        docInfo: { 
            description: 'US Driver License', 
            type: 'Document' 
        } 
        side: 'back', 
        reason: 'WRONG_SIDE', 
        additionalReasons: [   
            'BAD_FOCUS'   
        ] 
    } 
  }`

Find the below table the list of document capture/processing failure reasons. Additional/secondary reasons currently available to UI SDK are provided below:

StepPage Name and DetailsReason DescriptionRecommended User GuidanceAuthID Standard UI
Document CaptureDocumentFailed

reasons:

- INVALID

- NOT_FOUND

- not known

- blank / notNo additionalReasons provided
Generic unspecified issue OR specific issue is not disclosed for security reasons.Prompt the user to rescan the document.
Document CaptureDocumentFailed

reasons:

- INVALID

- NOT_FOUND
- not known
- blank / notadditionalReasons provided
Generic unspecified issue OR specific issue is not disclosed for security reasons.Prompt the user to rescan the document.

Look for additionalReasons enum values to provide better guidance

The example shown for an additional reason “GLARE”
Document CaptureDocumentFailed

reason: INVALID_IMAGE_QA

May or may not specify the additional reason.
Document photo quality is below the acceptable threshold.Show a generic screen stating that the document image is of insufficient quality.

Look for additionalReasons enum values to provide better guidance
Document CaptureDocumentFailed

reason: WRONG_SIDE
The user submitted the wrong document side, for example, the front when asked for the back.Inform the user that the wrong document side was submitted, and reiterate what side of the document is expected.
Document CaptureDocumentFailed

reason: WRONG_COUNTRY
The user is trying to provide a document for the wrong country of origin. For example, providing a Canadian driver's license when asked for a US Driver's License.Inform the user that we do not accept the document from this country, and reiterate what side of the document is expected.
Document CaptureDocumentFailed

reason: EXPIRED
The user is providing an expired document.Inform the user that we do not accept expired documents.
Document CaptureDocumentFailed

reason: WRONG_DOCUMENT
The user is providing an unexpected document type, for example, a Passport when asked for a Driver's License.Inform the user that the wrong document (type) is being submitted, and reiterate the expected document.
Document CaptureDocumentFailed

reason: BAD_FRONT
After scanning the back image, the system determined that the front document image was low quality or had irreconcilable differences with the back of the document.Inform the user that there are issues with the document, and ask to provide the front of the document again.

The design must highlight that the user must provide FRONT, and NOT repeat the back scan.
Selfie CaptureVerifyMatchFailLiveness failed or the document does not match the userPrompt 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.
Selfie CaptureVerifyFinalFailLiveness failed or the document does not match the userInform the user that you were unable to perform authentication.