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FAQ

Help Center​

Check our Help Center for common questions.

Manual Verification​

How do I know if it was manual or automatic?​

You’ll receive one or two webhooks:

  • 1 webhook = automatic only
  • 2 webhooks = automatic + manual
    Manual always comes last.

You can also check in the webhook payload:

  • If autoDocument and autoFace are present (non-empty), and manualDocument and manualFace are empty — it's automatic.
  • If manualDocument and manualFace are filled — it's manual.

Can reviewers change photos?​

No. Only extracted data (OCR result) might change. Images remain original.

Verification Status​

What does "SUSPECTED" mean?​

Something suspicious was found (e.g. mismatched data, duplicate face, virtual camera).
If status is SUSPECTED but checks passed — you decide whether to approve.

note

Using AML? A match in the database also triggers SUSPECTED.

What is "AUTO_UNVERIFIABLE"?​

Auto-check wasn’t possible (e.g. unknown document type or manual review was requested).

Why was it denied?​

Blurry document, face mismatch, unreadable text, fraud suspicion, etc.

When is it approved?​

Approval happens if:

  • Document data is extracted and matches token info
  • Face matches document face
  • (If LID/AML is enabled) Document is valid and not flagged

Verification Flow​

Why can user do second verification?​

We don’t track users — only verification sessions. To prevent re-verifying, block it on your side.

When is process complete?​

  • 2 failed tries = complete (unsuccessful)
  • 1 successful = complete (successful)
  • Timeout = complete
  • Closing browser ≠ complete (wait for session to expire)

Token​

expiryTime vs sessionLength?​

  • expiryTime: how long token is valid before user starts
  • sessionLength: how long user has once verification starts

Non-Latin names?​

Yes, all Unicode characters supported.

“Token limit” error?​

You’ve used all your available tokens. Reach out for assistance.

Webhooks​

Not getting webhook?​

See callback troubleshooting.

Is webhook for manual or automatic?​

Check webhook content:

  • autoDocument + autoFace filled → automatic verification result
  • manualDocument + manualFace filled → manual verification result

If both are filled in two separate webhooks — you’ve received both automatic and manual outcomes.

Do you retry webhooks?​

Yes. This setting can be adjusted when setting up webhook.

What if my endpoint is down?​

We retry sending webhooks on your setting, but if attempts fail, webhook is marked as failed.

How many webhooks to expect?​

  • Automatic only = 1
  • Automatic + Manual = 2 (separate)

General​

What locales do you support?​

All KYC supported countries can be found in KYC overview.

Is token info cross-checked?​

Yes. If details (like name or date of birth) don’t match, status becomes SUSPECTED. This info is sent in webhook.

Fields requiring exact match:

DOCUMENT_NUMBER
PERSONAL_CODE
EXPIRY_DATE
DATE_OF_BIRTH
DATE_OF_ISSUE

Manual reviewers don’t match token info — it’s automatic.

Name matching types?​

  • ANY NAME: at least one match is enough
  • ONE NAME: exact name match and position
  • ALL NAMES: all names must match exactly

What is Max Attempt Count?​

Defines how many automatic attempts are allowed before manual review:

  • 0 = no auto verification; always goes to manual
  • 1 = fail once, then manual
  • Passed auto but attempts left? Still goes to manual

Chrome iframe camera issues?​

Add: allow="camera" to your <iframe> tag.

Manager roles?​

See roles guide. Need custom roles? Reach out for assistance.