> ## Documentation Index > Fetch the complete documentation index at: https://docs.mangopay.com/llms.txt > Use this file to discover all available pages before exploring further. # Dealing with hosted IDV refusals In the case of unsuccessful session (`Status` is `REFUSED`), further information on the refused checks is available in the IDV session object. **Note – IDV sessions available in the Dashboard** In the Mangopay Dashboard, your platform can: * See details of sessions, including the checks performed and refused reasons * Generate a new session link for a user To access, navigate to a given User's profile and click the ***KYV verification*** tab. To retrieve the `Checks` performed, call the [GET View an IDV Session](/api-reference/idv-sessions/view-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 reviews** For 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 - which is always the case if a Natural user session was refused and may be the case for Legal users. ## Refused reasons per check type The following tables give guidance on how to deal with the refused reasons per `CheckType`. ### Identity document verification For the `IDENTITY_DOCUMENT_VERIFICATION` check, the following refused reasons may be returned:
Reason type Issue Recommendation
`DOCUMENT_NOT_ACCEPTED` The document is not accepted; it doesn't fit the verification requirements outlined by Mangopay. Check the [Accepted ID documents](/guides/users/verification/requirements/id-accepted) to know which document is accepted for the identity proof depending on the country of issue.

Retry in a new IDV session with an accepted document.
`FACE_MATCH_FAIL` The face on the selfie does not match the face of the document. Retry in a new session, ensuring that the person of the ID is also taking the selfie.
`DOCUMENT_FALSIFIED` The document seems to be fraudulent or contains inconsistent information. Check that the document has not been altered by any means.
`DOCUMENT_UNREADABLE` The document is not clear enough. Check that the document used is accepted. Retry in a new session ensuring the photos taken are clear, readable, and not blurred.
`DOCUMENT_HAS_EXPIRED` The document has passed its expiry date; it is no longer valid. Check that the ID proof is not expired. Retry the session with an in-date accepted document.
### IDV age check For the `IDV_AGE_CHECK` check, the following refused reasons may be returned:
Reason type Issue Recommendation
`DOCUMENT_NOT_ACCEPTED` The individual indicated on the document is under 18. Mangopay Natural users must be 18 years old or older (same for legal representatives and beneficial owners).
### IDV name match check For the `IDV_NAME_MATCH_CHECK` check, the following refused reasons may be returned:
Reason type Issue Recommendation
`DOCUMENT_NOT_ACCEPTED` The first name and last name of the identity document did not match the User object data: * For a Natural user, with the `FirstName` and `LastName` * For a Legal Soletrader, with the `LegalRepresentative.FirstName` and `LegalRepresentative.LastName` First, update the data of the user object to match the identity document.

Then, retry the session using the same identity document.
### Business verification For the `BUSINESS_VERIFICATION` check, the following refused reasons may be returned:
Reason type Issue Recommendation
`DOCUMENT_NOT_ACCEPTED` Generic refusal status. See the specific comment in the `Checks.Reasons.Value`. Review the custom comment provided and respond accordingly.
`DOCUMENT_TYPE_NOT_SUPPORTED` The document is for the country of registration or Legal User type. Check the [accepted local KYB documents](/guides/users/verification/requirements/kyb-local) to know which document is needed for the registration proof in your case.

Retry in a new IDV session.
`DOCUMENT_HAS_EXPIRED` The 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_UNREADABLE` The document is not clear enough. Check the clarity and readability of your file before retrying in a new session, submitting a clear and up-to-date accepted document.
`DOCUMENT_INCOMPLETE` The document is incomplete or not sufficient on its own. Ensure the file uploaded is dated, that all pages are present, and that it is in one of the [supported languages](/guides/users/verification/requirements/kyb-local#accepted-languages) or, if not, that a sworn translation was also uploaded.

For most countries, declared legal representative should appear in the document(s).

Generate a new session to retry.
### Business insights match For the `BUSINESS_INSIGHTS_MATCH` check, the following refused reasons may be returned:
Reason type Issue Recommendation
`BUSINESS_INSIGHTS_MATCH_FAILED` For 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 check For the `BUSINESS_NAME_MATCH` check, the following refused reasons may be returned:
Reason type Issue Recommendation
`BUSINESS_NAME_MATCH_FAILED` For 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.