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Declined Reasons Details

Product: Digital Identity Verification

Whenever a validation fails due to inconsistencies in the validation process, the API provides a declined reason to indicate the specific reason for the failure. Each validator has its own list of declined reasons.

Note:

  • ALL refers only to passport document type.
  • Any refers to non categorized by country.
  • Manual Review Trigger Indicates whether the declined reason can initiate Manual Review or not. Click Here to learn more about Manual Review.

Document Validation declined reasons

Declined reason Description Classification Applicable
Countries		 Manual Review
Trigger
age_above_threshold Indicates that the document’s data suggests that the person’s age exceeds 100 years. Refused by Customer Acceptance Rules ALL, BR, CL, CO, CR, MX, PE, VE Yes
blurry_image Indicates that the document is illegible due to blurring. Document is illegible ALL, BR, CL, CO, CR, MX, PE, VE Yes
data_not_match_with_government_database Indicates that the document’s data does not match with government database. Data inconsistency BR, CL, CO, MX, PE Yes
date_of_birth_does_not_match_with_photo is used when date of birth does not match the age. Data inconsistency BR Yes
damaged_document is used when the document was marked as too deteriorated via manual review. Document is illegible CO Yes
document_has_expired Indicates that the document is no longer valid, since the expiration date has been exceeded. Data inconsistency BR, CL, CO, MX, PE Yes
document_is_a_photo_of_photo Indicates that the uploaded document was detected to be a photo of another photo. Potential fraud CO, MX Yes
document_is_a_photocopy Indicates that the uploaded document photo was detected to be a photocopy. Potential fraud CO, MX Yes
document_not_recognized Indicates that the document was not recognized as a valid version for the country. Missing information ALL, BR, CL, CO, CR, MX, PE, VE No
document_unregistered Indicates that the data in the document was not found in government databases. Potential fraud BR, CL, CO, MX, PE Yes
empty_input_file Indicates that the uploaded file size is 0 bytes. Missing information ALL, BR, CL, CO, CR, MX, PE, VE Yes
face_not_detected Indicates that no face has been detected in the front side of the document. Missing information CO, PE Yes
front_document_not_found Indicates that the detection model could not identify the front part of the document. Missing information ALL, BR, CL, CO, CR, MX, PE, VE No
front_side_document_is_a_photocopy Indicates that the document front side is a photocopy. Potential fraud CO, MX Yes
government_database_unavailable Indicates that the Government database could not be checked because it was unavailable at the time of query. Integration issues BR, CL, CO, MX, PE Yes
identity_belongs_to_dead_person Indicates that the identity belongs to a deceased person. Potential fraud CL, CO, MX, PE Yes
invalid_qr_content Indicates that the QR content does not match with the document fields. Potential fraud MX Yes
missing_security_elements Indicates that the document doest not have the standard security elements. Potential fraud MX Yes
image_face_validation_not_passed Indicates that there is a possible alteration in the document’s face. Potential fraud CO, PE Yes
image_text_validation_not_passed Indicates that there is a possible alteration in the document’s texts. Potential fraud CO Yes
invalid_curp Indicates that the CURP (Unique Population Registry Code) in the document does not match the CURP calculated by the system. Data inconsistency MX Yes
invalid_document_number Indicates that the document number is invalid or has an invalid format. I.e.: the document is missing digits. Data inconsistency CO, VE Yes
invalid_image_format Indicates that the file is not in the format allowed by the system. Allowed formats: BMP, JPG, TIF, PNG, JPEG, and PDF. Document is illegible ALL, BR, CL, CO, CR, MX, PE, VE Yes
invalid_inputs_to_create_check Indicates that the inputs required to perform the Identity Background Check are invalid. Missing information BR, CL, CO, MX, PE Yes
invalid_issue_date Indicates that the document’s issue date is invalid. I.e.: no future date is allowed. Data inconsistency CO, PE, VE Yes
invalid_format_for_naturally_field is used when the naturally field is different from the standard. Data inconsistency BR Yes
invalid_ministry is used when the ministry on the CNH does not match the active ministry at the time. Data inconsistency BR Yes
invalid_mrz Indicates that the information in the MRZ field does not match the information in the other fields of the document. Data inconsistency CO, MX, CL Yes
invalid_mrz_format Indicates that the format of the MRZ field is invalid. I.e.: it does not meet the expected length. Data inconsistency ALL, CO Yes
invalid_postal_code Indicates that the format of the Postal Code field is invalid (Applicable to invoice). I.e.: it does not meet the expected length. Data inconsistency MX Yes
invalid_or_corrupted_image_file Indicates that the image file is corrupted, encrypted or password-protected, preventing the decoder from accessing all the necessary information from the file. Document capture error ALL, BR, CL, CO, CR, MX, PE, VE No
incomplete_document is used when document is incomplete or could not be viewed completely. Document is illegible BR Yes
inconsistent_delegate_signature is used when delegate’s signature does not meet standard conditions. Data inconsistency CO Yes
inconsistent_parent_names is used when initials separating the mother’s and father’s names is illegible. Document is illegible BR Yes
irregular_alignments is used the data contained in the document do not match the standards. Potential fraud BR Yes
irregular_fonts is used when the fonts used in the document are irregular. Potential fraud BR Yes
max_retries_reached is used when reached the retries numbers allow. Document capture error ALL, BR, CL, CO, CR, MX, PE, VE Yes
missing_accents is used when the document lacks accents or other minor characteristics. Data inconsistency BR Yes
missing_coat_of_arms is used when coat of arms is illegible. Missing information BR Yes
missing_cpf is used when CPF number is illegible Missing information BR Yes
missing_date_of_birth Indicates that the date of birth field was not found. Missing information ALL, BR, CL, CO, CR, MX, PE, VE Yes
missing_document_number Indicates that the document number field was not found. Missing information ALL, BR, CL, CO, MX, PE, VE Yes
missing_expiration_date Indicates that the expiration date field was not found. Missing information ALL, BR, CL, CO, MX, PE, VE Yes
missing_gender Indicates that the gender field was not found. Missing information CL, CO, MX Yes
missing_inputs_to_create_check Indicates that the inputs required to perform the Identity Background Check were not found. Missing information BR, CL, CO, MX, PE Yes
missing_issue_agency is used when issuing agency is illegible. Missing information BR Yes
missing_issue_date Indicates that the issue date field was not found. Missing information CL, CO, PE, VE Yes
missing_issue_deparment is used when deparment is illegible. Missing information BR Yes
missing_issue_state is used when issuing state is illegible. Missing information BR Yes
missing_legal_institute_perforation is used when the document has irregular perforations. Potential fraud BR Yes
missing_mrz Indicates that the MRZ field was not found. Missing information ALL, CO, CL, MX Yes
missing_municipality_name Indicates that the municipality field was not found. Missing information MX Yes
missing_names Indicates that the name fields were not found. Missing information BR, CL, CO, MX, PE, VE Yes
missing_nationality Indicates that the nationality field was not found. Missing information CO, MX Yes
missing_national_registrar Indicates that the national registrar field was not found. Missing information CO Yes
missing_neighborhood Indicates that the neighborhood field was not found (Applicable to invoice). Missing information MX Yes
missing_origin_document is used when the origin where the document has been issued is illegible. Missing information BR Yes
missing_pay_limit_date Indicates that the pay limit field was not found (Applicable to invoice). Missing information MX Yes
missing_postal_code Indicates that the postal code field was not found (Applicable to invoice). Missing information MX Yes
missing_production_data Indicates that the production data field was not found. Production Data refers to the small text at the bottom of the back of the document. Missing information CO Yes
missing_registration_number is used when registration number is illegible. Missing information BR Yes
missing_state_name Indicates that the state data field was not found. Missing information MX Yes
missing_street Indicates that the street data field was not found. Missing information MX Yes
missing_text Indicates that a field required for validation was not found. Missing information ALL, BR, CL, CO, CR, MX, PE, VE Yes
national_registrar_inconsistency Indicates that the national registrar and the document issue date do not match. Data inconsistency CO Yes
no_face_detected when a face can’t be detected in a document. Missing information ALL, BR, CL, CO, CR, MX, PE, VE Yes
ocr_failed Indicates that OCR data extraction failed. Missing information ALL, BR, CL, CO, CR, MX, PE, VE Yes
ocr_no_text_detected Indicates that the OCR did not detect any text in the image. Missing information ALL, BR, CL, CO, CR, MX, PE, VE No
perforations_illegible is used when the perforations are illegible. Document is illegible BR Yes
portrait_photo_illegible is used when the portrait photo is illegible. Document is illegible BR Yes
portrait_photo_is_fake Indicates that the face is modified or fake (Applicable to Manual Review). Click Here to learn more about Manual Review. Potential fraud CO, MX No
possible_fraud is used when a possible fraud was detected via manual review. Potential fraud ALL, BR, CL, CO, CR, MX, PE, VE Yes
production_data_inconsistency Indicates that the production data field does not match the information in the other fields of the document. Production Data refers to the small text at the bottom of the back of the document. Data inconsistency CO Yes
production_data_invalid_format Indicates that the production data field has an invalid format. Production Data refers to the small text at the bottom of the back of the document. Data inconsistency CO Yes
reverse_document_not_found Indicates that the detection model could not identify the reverse part of the document. Missing information CL, CO, CR, MX, PE No
reverse_side_document_is_a_photocopy Indicates that the document reverse side is a photocopy. Potential fraud CO, MX Yes
traces_of_tampering is used when the photo have evidence of tampering. Potential fraud BR Yes
underage Indicates that the person is under legal age. Refused by Customer Acceptance Rules BR, CL, CO, MX, PE, VE Yes

Face Validation Enrollment declined reasons

Declined reason Description Classification Applicable
Countries
face_in_blocklist Indicates that the face in the base image has been detected in the client’s block list. Click Here to learn more about TruFace block list. Potential fraud Any
face_validation_failed The performed face-recognition validation to confirm a match between the face in the reference image and the user’s face was unsuccessful. Potential fraud Any
file_format_not_supported Indicates that the format of the base image is not compatible with the system. Allowed formats: JPG, PNG, and JPEG. Document is illegible Any
no_face_detected Indicates that no face has been detected in the image that will be used as a reference to compare the next photo or video. Missing information Any
system_error An error occurred while processing the enrollment inputs. Platform error Any

Face Validation declined reasons

Declined reason Description Classification Applicable
Countries
file_format_not_supported Indicates that the format of the image uploaded by the user is not compatible with the system. Allowed formats: JPG, PNG, and JPEG. Document is illegible Any
fraudster_face_match_in_client_collection Indicates that the face in the image uploaded by the user has been detected in the client’s block list. Click Here to learn more about Truface block list. Potential fraud Any
invalid_file_format Indicates that the file uploaded by the user has an invalid format (Applicable to liveness). Allowed formats: MP4. Document is illegible Any
invalid_video_file Indicates the file uploaded by the user is an invalid video file. Allowed formats: MP4. Document is illegible Any
liveness_verification_not_passed Indicates that the user’s liveness actions are incorrect or were not detected. Potential fraud Any
no_face_detected Indicates that no face was detected in the photo or video uploaded by the user for the liveness test. Missing information Any
passive_liveness_verification_not_passed Indicates that the video selfie verification was not successful. Potential fraud Any
photo_of_photo Indicates that the validation was performed with a photo taken from a device screen or is a photo taken from a document. Potential fraud Any
similarity_threshold_not_passed Indicates that the similarity percentage between the face in the video or image uploaded by the user and the reference image is below the threshold defined in the validator or flow configuration. Potential fraud Any
user_face_match_in_client_collection Indicates that the face in the image uploaded by the user has been detected in the client’s allowed list. Click Here to learn more about Truface allowed list. Potential fraud Any
speech_match_not_passed Indicates that the audio transcript of the selfie video does not have the minimum accuracy needed with the speech_token. Missing information Any

TruFace declined reasons

Declined reason Description Classification Applicable
Countries
fraudster_face_match_in_client_collection Indicates the face match with client fraudster collection. Potential fraud ALL, BR, CL, CO, CR, EC, MX, PE, VE
fraudster_face_match_in_global_collection Indicates the face match with global fraudster collection. Potential fraud ALL, BR, CL, CO, CR, EC, MX, PE, VE
risky_face_detected Indicates the face was detected to be of high risk. In order to obtain this declined reason in the response please Contact Us. Potential fraud ALL, CO, PE, CL, MX
user_face_match_in_client_collection Indicates the face match with client user collection. Potential fraud ALL, BR, CL, CO, CR, EC, MX, PE, VE

Email Validation declined reasons

Declined reason Description Classification Applicable
Countries
email_not_valid_verdict Indicates the email provided is considered risky. Email or phone validation failed Any
wrong_verification_code Indicates the verification code provided does not match the one sent to the email. Email or phone validation failed Any

Phone Validation declined reasons

Declined reason Description Classification Applicable
Countries
phone_number_out_of_coverage Indicates the phone number provided is out of coverage of the carrier. Email or phone validation failed Any country other than AU, BR, CC, CL, CO, CX, EC, MX, PE, US, VE
wrong_verification_code Indicates the verification code provided does not match the one sent to the phone. Email or phone validation failed AU, BR, CC, CL, CO, CX, EC, MX, PE, US, VE

Geolocation declined reasons

Declined reason Description Classification Applicable
Countries
geolocation_denied Indicates when the process finished because user declines permission for geolocation services. Potential withdrawal Any
vpn_detected Indicates when the process finished because the system detects the use of a Virtual Private Network (VPN) by the user. Potential withdrawal Any

Front-end only declined reasons

Declined reason Description Classification Applicable
Countries
abandoned_without_using_retries When the user abandons the process after making one or more validation attempts, but does not use all retries. Potential withdrawal Any
canceled The user decided to cancel the process. Potential withdrawal ALL, BR, CL, CO, CR, MX, PE, VE
no_document_media_uploaded When the process expires because the user did not upload the document files for the document validation step. Potential withdrawal Any
no_face_media_uploaded When the process expires because the user did not upload the selfie or video for the face validation step. Potential withdrawal Any
no_media_uploaded When the process expires because the user did not upload the required file for the step. Potential withdrawal Any
not_answered_question When the process expires because the user did not answer a question in the WhatsApp conversation. Potential withdrawal Any
not_used When the user leaves at the beginning of the process without activating any validation Potential withdrawal Any
manual_review_not_performed When the process expires and the manual review is not completed (Applicable to Manual Review). Click Here to learn more about Manual Review. Potential withdrawal ALL, BR, CL, CO, CR, MX, PE, VE
max_retries_reached When the process expires because reached the allowed number of retries. Document capture error Any
process_started_late When the process was started 3 minutes before expiring. Most likely the client did not have enough time to finish the flow. Potential withdrawal Any
validation_not_finished When the process expires with some validation pending. Potential withdrawal Any
validation_expired When we have a validation within the flow that has expired and the process also expires. Potential withdrawal Any
unwanted_camera_permissions The user did not accept camera permissions, which does not allow to continue with the process. Potential withdrawal ALL, BR, CL, CO, CR, MX, PE, VE
user_process_postponed When the process finished because user chooses to postpone a process. Potential withdrawal Any