Troubleshooting

Common errors

The table below covers issues that can occur during Verify or Verify Plus evaluations. These are typically caused by input formatting, missing data, provisioning differences, or ambiguous identity resolution. Use these patterns to improve data collection, tune routing, and decide when to step up verification.

Issue	Why it happens	Suggested fix
Drop in auto-acceptance rates	Changes in applicant traffic, data quality, or workflow configuration can shift outcomes.	Compare recent traffic to baseline (inputs, region, device, channel). Confirm workflow changes, required fields, and routing rules. Review evaluation tags and reason codes in the RiskOS Dashboard.
Deceased signal conflicts	Source data can be delayed, inconsistent, or mismatched due to name/DOB formatting.	Verify the applicant’s legal name and date of birth formatting. Route to review or step-up verification when signals conflict.
Multiple users share a national ID	Data entry issues, shared/incorrect identifiers, or commingled records can cause ambiguity.	Validate the identifier format. Collect additional linking fields (phone, email, address). Route to review when resolution remains ambiguous.
Same user appears with different dates of birth	Corrections, aliases, or ambiguous resolution can occur across sources.	Reprompt for DOB and legal name. Consider step-up verification or review for conflicts.
Invalid national ID	Format doesn’t match expected syntax for the region.	Validate format client-side before submission and normalize input.
Name mismatch but identifier matches	Typos, aliases, or first/last reversal.	Reprompt to confirm legal name. Apply configured match tolerance settings if appropriate.
Partial match on household attributes	A relative or household member is the closest match.	Collect additional linking fields and/or step up to documentary verification.
Invalid DOB	Malformed or ineligible date.	Enforce ISO date format and apply age eligibility checks before calling the API.
Address not found / undeliverable	Formatting or deliverability issues.	Normalize address input and reprompt for a physical address when required.
Special characters / diacritics cause mismatches	Normalization or transliteration differences.	Preserve Unicode where supported, but normalize whitespace/punctuation consistently. Avoid stripping characters unless required by your system.
Ambiguous identity resolution	Common names or limited inputs reduce confidence.	Require additional fields (national ID, phone, email, address) and route ambiguous cases to review or step-up verification.
eCBSV “No Match”	eCBSV matching can be strict on name/DOB formatting and consent requirements.	Confirm consent requirements are met and resubmit with exact legal name and DOB formatting. Route to fallback verification when needed.

How to debug

Use eval_id to trace the evaluation in the RiskOS Dashboard and logs.
Review data_enrichments[] results and status_code values to identify partial failures or missing modules.
Confirm required inputs were present for the workflow and any feature-gated sources (for example, eCBSV).
Use reasonCodes, tags, and review_queues to understand how the workflow routed the case. Definitions and context are available in the RiskOS Dashboard.
Review fieldValidations to identify which inputs matched or did not match, and reprompt or step up verification when critical fields fail validation.

Fallback strategies

If Verify or Verify Plus does not yield a confident match:

Enable partial match tolerance. Accept lower recall thresholds in low-risk flows (e.g., phone and name match but address fails).
Use secondary enrichments. Chain to eCBSV, Document Verification, or Graph modules for additional confidence.
Retry with normalized inputs. Reformat fields (e.g., remove accents, casing issues, redundant whitespace) and re-evaluate.
Escalate to review. Use tags or review_queues to route inconclusive results to human analysts.

Escalation path

For production-impacting issues or complex edge cases:

Reproduce in Sandbox when possible.
Capture identifiers: eval_id, workflow name, and the full request/response (with sensitive data handled per your logging policy).
Contact Socure Support and include expected vs. actual outcome and any relevant screenshots or logs.
For urgent issues, escalate through your designated support/escalation contacts.

Known limitations

Availability and response fields vary by provisioning. Verify Plus and certain datasets may require additional enablement.
Coverage varies by region and identity profile. Some users may have limited data availability depending on local sources and recency.
Input normalization matters. Inconsistent formatting (Unicode, whitespace, punctuation) can affect match outcomes—normalize inputs consistently before submission.
High-signal transactions may return many reason codes. Use workflow routing and tags to avoid overfitting to individual codes.

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Note:
Use the Developer Console to view raw request/response logs in real time for debugging or validation.