TABLE OF CONTENTS



No match for Date of Birth


Possible Reasons:

  1. Your jurisdiction requires two sources to verify the date of birth, but only one matched.
  2. The individual’s DOB is not recorded in the available data sources.
  3. Credit bureaus, which derive data from utility and telecom providers, may only collect names and addresses i.e. DOB is not recorded


Solutions:

  1. Risk-based approach: Depending on the risk of the client, the transaction and the information collected, you may decide to overlook this DOB failure to ‘Pass’ the individual.
  2. Collect another form of ID If a passport was used, try obtaining a driving licence or national ID.


No match for Name, Date of Birth, and Address


Possible Reasons:

  1. Your jurisdiction requires two sources for verification, but only one or none matched.
  2. The individual’s details may not be recorded in our available data sources.
  3. The individual resides outside of the UK/NZ/AU where there is varying qualities/availabilities in data


    General advice for UK verifications: 
    • Use the address finder to ensure the formatting of the address is correct. If the address does not appear within the dropdown it is almost certain the checks will not pass as the address needs to match first. 
    • If you update the address rerun the checks. If the details still fail you may want to reach out to the client to confirm their address history, if they have recently moved you can run their details against the previous address which should generate a pass result. In this example you might also want to collect a proof of address document for the new/current address. 

Solutions:

  1. Risk-based approach: Depending on the risk of the client, the transaction and the information collected, you may decide to overlook the failure to ‘Pass’ the individual.
  2. Collect another ID: Obtain a secondary ID with the individual’s full details 
  3. Certified Copy: If required by your compliance program, collect a certified document.


No Match for Address

Possible Reasons:

  1. The jurisdiction requires two sources for address verification, but only one or none matched.
  2. The individual recently moved, and their address has not yet updated in the database.
  3. They have a limited or no credit footprint (e.g., children, individuals in care facilities).
  4. They have multiple or recently changed names (e.g., after marriage)
  5. The individual resides outside of the UK/NZ/AU where there is varying qualities/availabilities in data


    General advice for UK verifications: 
    • Use the address finder to ensure the formatting of the address is correct. If the address does not appear within the dropdown it is almost certain the checks will not pass as the address needs to match first. 
    • If you update the address rerun the checks. If the details still fail you may want to reach out to the client to confirm their address history, if they have recently moved you can run their details against the previous address which should generate a pass result. In this example you might also want to collect a proof of address document for the new/current address


Solutions:

  1. Verify Address Entry: 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 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. Check Name Variations: If the individual has multiple names, update their profile and rerun the check.
  3. Risk-based approach: Depending on the risk of the client, the transaction and the information collected, you may decide to overlook the address failing and ‘Pass’ the individual.
  4. Collect Proof of Address: Obtain a document confirming the individual’s address
  5. Certified Copy: If required, collect a certified address document.


My client input incorrect data. 

To correct verification details:

  1. Open the Verification Details panel.

  2. Edit and update incorrect details (e.g., DOB, name, address).

  3. Re-run checks (only available if core verification details were updated).

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Understanding Verification Criteria


Each jurisdiction has different verification requirements based on regulations.


Refer to the Verification Criteria Table for minimum requirements.



Client Issues with the EIV Form

  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. See our step by step guide here: How do I complete the verification form?


Screening (PEP/Sanctions/Adverse Media) Matches

 Learn how to review screening matches in our Individual Screening Guide.


Anti-Tampering & Biometric Caution/Failure


Learn how to interpret the anti-tampering and biometric results here

  1. What do the Verification Reports mean


Solutions:

  1. Review the caution/failure reasons and the image and/or the video. Sometimes external factors such as glare on the ID photo, background noise in the video etc can cause issues. 
    1. Typically these factors are something for you to consider but are not reasons to fail the overall verification. Refer to your compliance programme for guidance.
  2. Risk-based approach: Depending on the risk of the client, the transaction and the information collected, you may decide to overlook the result and ‘Pass’ the individual.
  3.  Request New ID/Video- Resend the EIV form for a fresh submission. You may want to ask the client to complete with a different photo ID. 
  4. Collect Alternative ID: Obtain another photo ID or certified copy if needed.



No Match for Government ID


New Zealand Licence

  1.  Licence version mismatch (client using an outdated version) 
  2.  Data entry mismatch (e.g., first and middle names combined).
  3. Formatting errors in licence numbers and special characters (e.g., using lowercase “l” instead of uppercase “I”).
  4. Blocked Centrix profile (security restrictions set by the individual, which they should be aware of and can unblock with Centrix).
  5. The licence may be blocked or cancelled due to licence suspension.


Australian Licence

  1. Incorrect entry of licence and card numbers. 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. Client submitted an outdated licence instead of the latest version


Solution:

  1. Verify with Client: Ask if they have a newer version or an alternative ID. 
  2. Request Additional Documentation: Obtain supporting documents if needed.
  3. Risk-based approach: Depending on the risk of the client, the transaction and the information collected, you may decide to overlook failing to ‘Pass’ the individual manually.