After your client completes an Online Biometric ID Verification, you may be presented with an Action Required alert against one or more of the verification sections. An Action Required result does not necessarily mean that the client has failed the check; it simply indicates that one or more results require your review before you decide whether to proceed.
To understand why the Action Required result has been returned, you should download the report and review the information provided. The report contains the full details of the result, helping you determine the appropriate next steps.
Section |
What it means |
Action Required |
|---|---|---|
| PEP Check | A potential Politically Exposed Person (PEP) match has been identified. | Review the potential match to determine whether it relates to your client. See My client is a possible PEP match. What should I do? |
| Sanctions Check | A potential match has been identified against a sanctions list. | Review the potential match to determine whether it relates to your client. See My client is a possible sanctions match. What should I do? |
| Mortality Check | The system has been unable to confirm the client is not deceased. | Review the available information and obtain additional evidence if required. |
| ID Verification (Biometric) | The passport image could not be fully verified. | Review the report to identify whether the failure relates to the Visual Analysis, Facial Match, or Name Check. If necessary, ask the client to complete a new Online Biometric ID Verification or upload authenticated photo ID. |
| Liveness Verification (Biometric) | The system could not confirm that the selfie was captured from a live person. | Review the report to determine the cause. If required, ask the client to complete a new Online Biometric ID Verification. |
| Address and DOB Verification | The client's address and/or date of birth could not be verified electronically. |
Check the information that has been input is correct with no mistakes. If incorrect, amend and run a Full Electronic Confirmation check or ask the client to complete a new Online Biometric ID Verification. If the address is correct, obtain a suitable proof of address document from the client and upload it to the client's record as a Proof of Address document. The client's date of birth can be confirmed from the passport image used during the check. |
Why did my client not automatically pass the Address and DOB Verification check?
To pass this section electronically, the client must have at least one Credit Account Information Sharing (CAIS) match, plus either a match on the Electoral Register or a second CAIS match. In addition, there must be no indication that the client is deceased or no longer resides at the address.
Why did my client not automatically pass the Mortality Check?
The Mortality Check compares the client's first name, last name, and current address against the UK Deceased Persons Database to determine whether there is any indication that the individual has been recorded as deceased.
A failed or Action Required result does not necessarily mean that your client is deceased. It simply means the system has been unable to confidently rule out a potential match or could not verify the result automatically.
This can occur for a number of reasons, including:
- The client shares the same name as a deceased individual.
- The client's address information does not match the records held.
- There is insufficient information available to confidently verify the result.
Why did my client not automatically pass the Liveness Verification?
The Liveness Verification check confirms that the person completing the verification is physically present. It helps prevent the use of photographs, videos, or other forms of identity fraud.
A failed Liveness Verification means the system was unable to confirm that the selfie was captured from a live person.
This can happen for a number of reasons, including:
- The client's face was not fully visible during the capture.
- The client did not complete the required liveness gesture (for example, touch your nose).
- Poor lighting, glare, or shadows affected the image quality.
- The camera was unable to capture the client's facial features clearly.
- The client was wearing items that obscured their face, such as sunglasses or a face covering.
- The system detected that the image may not have been captured from a live person.
Why did my client not automatically pass the ID Verification check?
The ID Verification result is made up of three individual checks:
Visual Analysis Result
The Visual Analysis check assesses whether the identity document appears to be genuine and of sufficient quality for verification.
This check may fail if:
- The image is blurred or out of focus.
- There is glare, shadow, or reflection obscuring part of the document.
- The document has been cropped and the entire page is not visible.
- A photograph of a scanned or photocopied document has been used instead of the original.
- The identity document has expired.
Facial Match Result
The Facial Match check compares the photograph on the identity document with the client's selfie.
This check may fail if:
- The client's face does not sufficiently match the photograph on the identity document.
- The selfie or document photograph is blurred or of poor quality.
- The client's face is partially obscured by glasses, hats, face coverings, or poor lighting.
Name Check Result
The Name Check compares the name entered on the system with the name shown on the identity document.
This check may fail if:
- The name entered on the system does not exactly match the name on the identity document.
- A middle name has been omitted.
- A nickname has been used instead of the client's legal name.
- There is a spelling error.