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In the case of unsuccessful session (Status is REFUSED), further information on the checks performed is in the Checks property. You can retrieve this using the GET View an IDV Session endpoint. For Checks that have CheckStatus of REFUSED, the reasons for the refusal are given in the Reasons array, containing one or more objects containing Type and Value fields. This information helps you understand why the session was refused and guide the user in retrying a new session successfully. All the Checks.Reasons.Type values are listed below by CheckType along with recommendations for resolution.
Note – Refer to custom comment for legal user reviewsFor Legal user sessions that were manually reviewed, ensure you check the Checks.Reasons.Value field for the customized comment from the person who conducted the review.The Value is preset if the session was automatically refused. If a Natural user session is refused it is always automatic (manual review is not possible), and a Legal user session may also be automatically refused.
CheckTypeRefusal Reasons.TypeIssueRecommendation
IDENTITY_DOCUMENT_VERIFICATIONDOCUMENT_NOT_ACCEPTEDThe document is not in the list of accepted identity documents; it doesn’t fit the verification requirements outlined by Mangopay.Check the Accepted ID documents to know whether your document is accepted based on its country of issue. Retry in a new session with your accepted document.
FACE_MATCH_FAILThe face on the selfie does not match the face of the document.Retry in a new session, ensuring that the person who owns the ID is taking the selfie.
DOCUMENT_FALSIFIEDThe document seems to be fraudulent or contains inconsistent information.Check that the document used is in line with the accepted documents and has not been altered by any means.
DOCUMENT_UNREADABLEThe document is not clear enough.Check that the document used is accepted. Retry the session ensuring the photos taken are clear and not blurred.
DOCUMENT_HAS_EXPIREDThe document has passed its expiry date; it is no longer valid.Check that your document is not expired. Retry the session with an in-date accepted document.
IDV_AGE_CHECKDOCUMENT_NOT_ACCEPTEDThe age of the individual must be over 18.
IDV_NAME_MATCH_CHECKDOCUMENT_NOT_ACCEPTEDThe first name and last name of the identity document did not match with the FirstName and LastName of the natural user or the declared LegalRepresentative in the user object.First, update the data of the user object to match the identity document.Then, retry the session using the same identity document.
BUSINESS_VERIFICATIONDOCUMENT_NOT_ACCEPTEDGeneric refusal status. See the specific comment in the Checks.Reasons.Value.Review the custom comment provided and respond accordingly.
DOCUMENT_TYPE_NOT_SUPPORTEDThe document is not listed as accepted for the country of registration.Check that the document corresponds to the requirements and retry the session.
DOCUMENT_HAS_EXPIREDThe document is not valid or was issued more than 3 months ago.Check that the document was issued within the last 3 months. For some countries, the requirements don’t include the 3-month rule but the document has a validity period which it has passed and/or it must be the latest up-to-date version of the document.
DOCUMENT_UNREADABLEThe document is not clear enough.Check the clarity and readability of your file before retrying the session, submitting a clear and up-to-date accepted document.
DOCUMENT_INCOMPLETEThe document is incomplete or not sufficient on its own.Ensure the document is dated and that all pages are present and in one of the supported languages (or along with a sworn translation).For most countries, declared legal representative should appear in the document(s).
BUSINESS_INSIGHTS_MATCHBUSINESS_INSIGHTS_MATCH_FAILEDFor Business users, the name on the identity document is not in the list of business directors obtained from the national registry.Review the custom comment provided and respond accordingly.
BUSINESS_NAME_MATCHBUSINESS_NAME_MATCH_FAILEDFor Soletrader users, the name on the identity document does not feature in the registered name of the sole proprietor.Review the custom comment provided and respond accordingly.