TABLE OF CONTENTS


Why did the DOB fail?

  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 and the individual’s date of birth only matched against 1 source were
  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.
  4. 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
      1. E.g. You collected a passport, you may now want to collect a driving licence or national ID.


Why did Name, DOB, and Address fail?

  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.
  4. 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 a copy of the individual's photo ID and proof of address
      1. You can also elect to collect a certified copy if your compliance programme suggests.


Why did the Address fail?

  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.
      1. 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 jurisidictions may not provide this information to third-party providers.
  4. Solution:
    1. Double-check that the correct address was inputted by the client. Check for the correct flat/apartment number, building name, suburb etc.
    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 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?

  1. The following articles outline what the screening matches are and how to review a match.
    1. Individual Screening


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 that 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 gramme 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.