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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?

Supported locales
  • LT - Lithuanian
  • EN - English
  • PL - Polish
  • RU - Russian
  • LV - Latvian
  • IT - Italian
  • DE - German
  • FR - French
  • SV - Swedish
  • ET - Estonian
  • ES - Spanish
  • HU - Hungarian
  • JA - Japanese
  • BG - Bulgarian
  • RO - Romanian
  • CS - Czech
  • NL - Dutch
  • PT - Portuguese
  • UK - Ukrainian
  • VI - Vietnamese
  • SK - Slovak
  • ID - Indonesian
  • TH - Thai
  • HI - Hindi
  • DA - Danish
  • EL - Greek
  • HR - Croatian
  • NO - Norwegian
  • SR - Serbian
  • FI - Finnish
  • TR - Turkish
  • ZH - Chinese

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.