Quick answer
A verification only fails when the face match fails: we couldn't match your client's face to the photo on their ID. A face match fail can't be overridden, by you or by APLYiD. To try again, send your client a new verification. It's charged when they complete it.
Everything else, including a liveness flag, glare on the ID or an expired ID, sends the verification to Review instead. You then check the result and decide whether to approve or reject it.
How to see what happened
Open the verification in Biometric > Completed.
On the Overview tab, Result Overview shows a tick or cross for each check.
For more detail, open the Biometrics tab (face match and liveness) or the Tampering Checks tab (the ID document). Click a check to see what it looks for.
Face match failed (Fail)
Face match compares the selfie video with the photo on the ID. If it fails, the verification is a Fail.
Common causes:
your client's appearance has changed a lot since the ID photo was taken, e.g. weight, hair or a beard
glare or a hologram over the ID photo
a blurry or low-quality photo of the ID
the person isn't the owner of the ID
A face match fail can't be overridden. If your client's ID photo is old, ask them to use a newer ID.
Liveness flagged (Review)
Liveness checks that a real, live person recorded the selfie video, not a photo, screen or recording. If liveness can't be confirmed, the verification goes to Review, not Fail. Watch the selfie video in the verification, then approve or reject it in line with your own AML policy.
Common causes:
poor or uneven lighting, or a blurry video
moving too fast, barely moving, or not following the prompts in time (e.g. not smiling when asked)
talking, looking away from the phone, or someone else in the frame
a weak internet connection or an older phone
Problems with the ID (Review)
These send the verification to Review, so you can check the ID images and decide:
Glare or not scanned properly: the photo of the ID had glare, was blurry, or the edges were cut off.
Expired: the ID isn't current.
Not an accepted ID: we accept government-issued photo IDs, such as a passport or driver licence. Student IDs and other non-government IDs aren't accepted.
If the ID can't be used, ask your client to complete a new verification with a current government photo ID. If they don't have one, see My client doesn't have a passport or driver licence. What are their options?
Tampering checks flagged the ID (Review)
Tampering checks look for signs the ID may not be genuine, e.g. misaligned text, inconsistent fonts, or problems with the security features or the machine-readable lines on a passport. These are flagged as Detail check, Document integrity, Image composition or Photo check.
A genuine ID can be flagged if it's damaged, photographed at an angle, partly out of the frame, or photographed several times. A tampering flag sends the verification to Review, not Fail. Check the ID images, then approve or reject it in line with your own AML policy. See My client's verification says "Review". What does that mean and what do I do?
Fail or Error?
Result | What it means | Charged? | What to do |
Fail | The face match failed, or someone in your team rejected the verification after a Review. | Yes | Download the report for your records. Send a new verification if you want your client to try again. |
Error | Something unexpected stopped the verification from completing, e.g. the passport photo page wasn't captured. You may get a "Biometric Error" email. | No | Contact Support with the reference before asking your client to try again. We can tell you what went wrong, and sometimes fix it without a new verification. |
What to do next
Check what happened (see above).
If it's in Review, check the result and approve or reject it.
If it's a Fail and you want your client to try again, send a new verification. The old link can't be used again. See How do I send a verification to my client?
Share these tips with your client before they start:
Use a well-lit room, facing the light, with a plain background.
Hold the ID in your hand where possible, alternatively put the ID on a plain, flat surface with no glare and all four edges in the frame.
Hold the phone at eye level, look at the camera and follow the prompts. Don't talk during the selfie video.
Use a strong connection and a recent smartphone.
If their face has changed a lot since their ID photo, use a newer ID if they have one.
If it fails again, consider another way to verify your client, e.g. a different ID or a manual verification if you've sighted their NZ or AU licence or passport. See How do I run a manual verification?
Frequently Asked Questions
I can see my client in the video. Can I pass it anyway?
If it's in Review because liveness was flagged, yes. Watch the video, then approve it with a note explaining why. If the face match failed, no. A face match fail can't be overridden, by you or by APLYiD Support, to protect against fraud. Send a new verification instead.
Will I be charged for the new verification?
Yes. Every completed verification is charged, including a repeat after a Fail. See When am I charged for a check?
Should my client just try again on the same link?
No. Once a verification is completed (including a Fail), the link stops working. Send a new one.
Does a Fail mean my client is a fraud?
Not necessarily. Most face match fails are caused by lighting, glare or an old ID photo. But a fail can't be approved, so you'll need to verify them another way.