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
andautoFace
are present (non-empty), andmanualDocument
andmanualFace
are empty — it's automatic. - If
manualDocument
andmanualFace
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.
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 startssessionLength
: 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?
Is webhook for manual or automatic?
Check webhook content:
autoDocument
+autoFace
filled → automatic verification resultmanualDocument
+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
- LithuanianEN
- EnglishPL
- PolishRU
- RussianLV
- LatvianIT
- ItalianDE
- GermanFR
- FrenchSV
- SwedishET
- EstonianES
- SpanishHU
- HungarianJA
- JapaneseBG
- BulgarianRO
- RomanianCS
- CzechNL
- DutchPT
- PortugueseUK
- UkrainianVI
- VietnameseSK
- SlovakID
- IndonesianTH
- ThaiHI
- HindiDA
- DanishEL
- GreekHR
- CroatianNO
- NorwegianSR
- SerbianFI
- FinnishTR
- TurkishZH
- 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 enoughONE NAME
: exact name match and positionALL 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.