TABLE OF CONTENTS


Why is there no match for the date of birth?

  1. There were not enough or any data sources for this field. E.g. the jurisdiction requires 2 sources for date of birth to pass electronic verification and the individual’s date of birth only matched against 1 source
  2. This means that this individual’s details were not listed on the data sources we have available to us or were not recorded
  3. The main data sources we have available to us are credit bureaus which derive their data sources from utility/telco providers. These providers will typically collect names and addresses only.


Solution:

  1. Risk-based approach: Depending on the risk of the client, the transaction and the information collected, you may be comfortable with the risk presented and decide to overlook this DOB failure to ‘Pass’ the individual.
  2. Collect another form of ID with the individual’s DOB on it: E.g. You collected a passport, you may now want to collect a driving licence or national ID.


Why is there no match for name, date of birth, and address?

  1. There were not enough or any data sources for this field. E.g. the jurisdiction requires 2 sources for name, date of birth and address to pass and the individual’s date of birth only matched against 1 or 0 source
  2. This means that this individual’s details were not listed on the data sources we have available to us or were not recorded
  3. This can happen for individuals who reside outside of the UK, NZ, and AU. This is because different jurisdictions have varying qualities in data and certain jurisdictions may not provide this information to third-party providers

Solution:

  1. Risk-based approach: Depending on the risk of the client, the transaction and the information collected, you may be comfortable with the risk presented and decide to overlook this DOB failure to ‘Pass’ the individual.
  2. Collect another form of ID with the individual’s DOB on it: E.g. You collected a passport, you may now want to collect a driving licence or national ID.
  3. You can also elect to collect a certified copy if your compliance programme suggests.


Why is there no match for the address?

  1. There were not enough or any data sources for this field. E.g. the jurisdiction requires 2 sources for the address to pass and the individual’s date of birth only matched against 1 or 0 source
  2. This means that this individual’s details were not listed on the data sources we have available to us or were not recorded
  3. This can happen for the following reasons:
    1. The individual has frequently or recently moved addresses. It takes a certain amount of time for the data sources to be refreshed to the current address.
    2. The individual has a very small/no credit footprint. This is common for people who might not have any utility bills, telco, voting etc registered to their name and current address. E.g. children, individuals in care facilities etc.: This can also fail if the individual credit freezes if they recently had their identity details lost/stolen
    3. The individual has various names. If they have changed their name (recently married) or go by various names e.g. Chinese name vs English name, their identity information can differ across different data sources.
    4. The individual resides outside of the UK, NZ, and AU. This is because different jurisdictions have varying qualities in data and certain jurisdictions may not provide this information to third-party providers.


Solution

  1. Double-check the address. The end user may have inputted an incorrect address. Check for the correct flat/apartment number, building name, suburb etc.
    1. Adjust the formatting to try some different combinations e.g. Flat 7, 12 Main Street could be recorded as 7/12 Main Street
    2. Add or remove the building names e.g. Apt 7, Sugartree Apartments
    3. Rearrange the postal town, city/town and region address fields. 
      1. Failed Check: Postal Town = Leeds, City/Town = West Yorkshire, Region/State = Leeds
      2. Passed Check: Postal Town = Blank, City/Town = Leeds, Region/State = Leeds
  2. If the individual has multiple names or middle names, adjust their name information in the individual profile tab and rerun the verification to see if it can pass against the individual’s other names.
  3. Risk-based approach: Depending on the risk of the client, the transaction and the information collected, you may be comfortable with the risk presented and decide to overlook this address failing to ‘Pass’ the individual.
  4. Collect a proof of address document
    1. You can also elect to collect a certified copy if your compliance programme suggests.

My client input incorrect data. 

There are two ways for you to go and edit the information that has been input into the individual profile for verification. 

Clicking into the verification details for the individual which has incorrect data input and you can correct the information: 


a. Click into the verification details for the individual to have the information slide out on the side. 


b. Update the information to be correct i.e. date of birth, full name or address. 



c. Once the information has been updated to be correct you would need to run checks again, this option is only available if you have changed information which checks are run on such as date of birth, full name or address. If you change contact details you cannot rerun checks.


I'm not sure why the individual has failed verification, what are the verification criteria?

  1. Different jurisdictions have different verification criteria based on local regulatory requirements or regulatory guidance. 
  2. Please refer to the table below for information on what the verification criteria are for each jurisdiction and verification configuration. Please note the criteria show the minimum information required to reach a 'pass' status for an individual's details (Name, Date of Birth or Address).




My client is having issues with the EIV form, what can I say to help them?

  1. For the best result with our form, we recommend that you open it using either Google Chrome (Microsoft/Android devices) or Safari (Apple devices). If the form does not automatically open in Chrome or Safari, you can right-click the link, then select "copy link address" (desktop) or press and hold then copy the link (mobile/tablet), then insert the link into the preferred browser.
  2. The following article shows a step-by-step guide to complete your verification form after you click on the green verify button on the email: How do I complete the verification form?


There is a screening (PEP/Sanctions/Adverse Media) match, what should I do?

The following article outlines what the screening matches are and how to review a match.


Why did anti-tampering and/or biometrics show as caution or fail?

  1. The following article outlines how to interpret the anti-tampering and biometric results
    1. What do the Verification Reports mean
  2. Solution:
    1. Review the caution/failure reasons and the image and/or the video. Sometimes external factors have caused this such as glare on the ID photo, background noise in the video etc.
      1. Typically these factors are something for you to consider but are not reasons to fail the overall verification. However please consult with your compliance programme for guidance.
    2. Risk-based approach: Depending on the risk of the client, the transaction and the information collected, you may be comfortable with the risk presented and decide to overlook the result to ‘Pass’ the individual.
    3. Resend the EIV form to collect a new image of the ID and a biometric video
      1. Ask the client to complete with a different photo ID
    4. Collect an alternative photo ID from the client
      1. You can also elect to collect a certified copy if your compliance programme suggests.



Why is there no match for the Gov ID?

When verifying Australian or New Zealand Government IDs you may come across a fail due to some common errors. 


New Zealand Licence

  1. The client has an updated licence with an new version number. This could be due to receiving an updated licence from the NZTA based on several reasons, ordered by user, issued by NZTA, new type of licence or condition was added or expired and the client is not carrying it in their wallet.
  2. The data does not match what has been entered into the Source Platform. Example could be that the user has a first, second and third name, however on their licence their first and second names are both under first names, if the provided data does not match the licence it will likely be a cause for the Gov ID failing.
  3. NZ license numbers start with two capital letters (e.g., DZ111111), but errors occur when a lowercase "L" is used instead of an uppercase "I"; correct special characters like hyphens and apostrophes are also essential the clients name and ID passing.
  4. The individual has placed a blocked on their Centrix profile due to previous security reasons, this can be unlocked by the user themselves if they wish to do so for the purposes of onboarding with you. The user should be aware if this is the case as this would be required to requested by them to have the block turned on.
  5. The licence may be blocked or cancelled due to licence suspension.


Australian Licence

  1. The Licence number and card number are not entered in correctly. It is important to check that each one is entered in the corresponding box. Each State and Territory have a different layout for where the licence and card numbers are situated Please check this link if you need assistance locating the licence and card number for each state and territory
  2. The licence may be blocked or cancelled due to licence suspension
  3. The licence has been replaced with a newer one and the client has submitted their old licence, while it still may be in date, it may not be their most recent licence. The newer licence should have an updated card number to the older version. 


Solution:

  1. Communicate with your client: Confirm if they hold another version of their licence or a passport. Passports are commonly more reliable documents when running electronic verifications. Individuals are more likely to present their current passport when completing a verification, compared to a licence.  
  2. More documentation: Requesting additional documentation in line with your compliance program.
  3. Risk-based approach: Depending on the risk of the client, the transaction and the information collected, you may be comfortable with the risk presented and decide to overlook failing to ‘Pass’ the individual manually.