Quick answer
"Name not verified", "Driver licence not verified" or "Passport not verified" means we couldn't match your client's details from their ID against enough data sources. It isn't necessarily fraud, and the check goes to Review, not Fail.
The most common reasons are:
in New Zealand, the name was only found in one data source and it needs two
your client used an older ID, e.g. a licence that's since been replaced
a detail was read wrongly from the ID
Check Extracted Data first. If something was read wrongly, edit it and re-run the check.
Where to see what wasn't verified
Open the verification in Biometric > Completed.
Open the APLYiD/AML Check tab.
Look for the rows marked as not verified, e.g. Name not verified, Driver licence not verified, Passport not verified or Date of birth not verified. The Data Sources section shows which sources matched.
A grey circle means that item wasn't checked at all, e.g. because the check was sent as Biometric Only or your account doesn't have access to that data source.
Why the name wasn't verified
Only one source found (New Zealand). Some people have very few records in their own name, e.g. young people, people living at a parent's address, and people who've recently moved to New Zealand. That's missing data, not a mistake.
The name is recorded differently elsewhere, e.g. a second surname, a different name order, or a married or changed name that isn't yet on their other records.
An older ID. Your client used an ID issued before they changed their name.
An ID from another country. If your client's ID is from a different country to their address (e.g. an Australian passport with a New Zealand address), only the ID itself can be checked, so there's no second source for the name.
The name was read wrongly from the ID, e.g. a misread letter, the wrong name order or a middle name added in error. See "Fix a detail that was read wrongly" below.
Special characters, e.g. an apostrophe (O'Sullivan) or an accented letter, recorded differently in the government database.
Clients with only one name can't be verified by data check. First name and last name are both required.
Not enough sources (UK). In the UK, the name and date of birth need to match 2 or more data sources, and at least one must be a government source, such as the Electoral Register. Clients who aren't on the Electoral Register or don't have a credit history are less likely to match.
Why the driver licence or passport wasn't verified
It isn't their latest ID. If a licence or passport was reported lost or stolen and replaced, the old one no longer matches, even if your client later found it and kept using it.
The licence was suspended or the driver was disqualified, or the passport was cancelled.
A number was read wrongly, e.g. one digit of the licence number, or the NZ licence version number. Compare the Licence number and Version in Extracted Data with your client's licence. If either is wrong, click Edit, correct it and click Submit to re-run the check. See "Fix a detail that was read wrongly" below.
Your account doesn't have access to that data source. The Errors section shows "User Credentials Not Valid", e.g. an Australian passport on an account without AU data access. This isn't a login problem. Contact us to apply for access, then re-run the check.
It has expired or isn't an accepted ID.
What to do next
What you find | What to do |
A detail in Extracted Data doesn't match the ID | Edit it and re-run the check (see below). |
The details match the ID, but the licence or passport still isn't verified | Ask your client if this is their latest ID. If it is, they need to contact the issuer (NZTA for a NZ licence, DIA for a NZ passport) to find out why it isn't verifying. Or send a new verification using a different ID. |
The name was only found in one source | Decide in line with your own AML policy. You might ask for proof of address or other evidence, then approve the verification in Review with a note. See My client's verification says "Review". What does that mean and what do I do? |
"User Credentials Not Valid" | Contact us about access to that data source. Once it's approved, re-run the check. |
You've sighted your client's NZ or AU licence or passport yourself | You can run a manual verification. See How do I run a manual verification? |
Fix a detail that was read wrongly
Open the verification in Biometric > Completed.
Next to Extracted Data, click Edit.
Correct the detail so it matches the ID exactly.
Click Submit.
This re-runs the data check without involving your client. A re-run is charged. Only edit details to match what's on the ID, and do it before the check is archived.
Send a new verification instead if the photo of the ID is unreadable, or your client needs to use a different ID.
Frequently Asked Questions
Does the name I typed when sending the verification need to match the ID?
No. We check the name read from the ID, not the name you typed. (For manual verifications it's different: the details you type are what's checked.)
The passport says verified but the name says not verified. Which is right?
Both. In New Zealand, the passport matched DIA's records, but the name also needs a match from a second, independent source, and that wasn't found.
Does "not verified" mean my client is a fraud risk?
Not usually. Most cases are missing data, an older ID or a misread detail. Rarely, it can be a sign the ID isn't genuine, so follow your own AML policy before you approve it.
Can I still go ahead with the client?
That's your decision, based on your own AML policy. If you approve it in Review, add a note explaining why. The note is added to the report.
Can APLYiD Support fix it?
Send us the verification reference and we can look into it while it's still in the portal. Once the check is archived, we can't see the result, so send us the PDF report instead.