Why did my user's verification fail?

Passbase calculates the Confidence Score for each verification based on the facematch factor, id authenticity, and liveness score. If a user receives a warning for one or more of these factors, the Confidence Score will reflect a lower number and higher risk level. Based on this information, your team may choose to decline the verification either manually or automatically.

Getting Started

Users perform verifications to confirm their identity to maintain secure access to your platform. There are times when a verification may receive a low Confidence Score, for either fraudulent reasons or user error.

If a user's verification is declined due to user error, you can always ask them to re-submit their verification for you to either approve or decline in your Dashboard. It is also possible that a verification failed due to a fraudulent attempt. This means that someone may be trying to defraud you in which case you can decline the verification in the dashboard.

Facematch Factor

• The picture of the user's document is too dark or blurry
• The user's selfie is too dark or blurry
• The person that completed the liveness detection does not match the person on the submitted document

ID Authenticity

• Passbase is unable to extract the required data points
  • The document image is dark or blurry
  • The document is not fully visible
  • The user's finger is covering important data points (document number, MRZ code, date of birth, etc)
• The document's expiration date has passed
• The document is suspected as fraudulent
• The front or back image of anNational ID or Drivers License card was not submitted

Liveness Score

• The user's selfie is too dark or blurry
• A live person is not detected

Proof of Address

• Passbase is unable to extract the required data points
  • The document image is dark or blurry
  • The document is not fully visible
  • The user's finger is covering important data points (name, address, date of issue, etc)
• The user submitted the same document for identity check and for proof of address check