Home / Digital identity / Declined reasons

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 Applicable
Countries		 Manual Review
Trigger
age_above_threshold Indicates that the document’s data suggests that the person’s age exceeds 100 years. ALL, BR, CL, CO, CR, MX, PE, VE Yes
blurry_image Indicates that the document is illegible due to blurring. 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. BR, CL, CO, MX, PE Yes
document_has_expired Indicates that the document is no longer valid, since the expiration date has been exceeded. 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. CO, MX Yes
document_is_a_photocopy Indicates that the uploaded document photo was detected to be a photocopy. CO, MX Yes
document_not_recognized Indicates that the document was not recognized as a valid version for the country. ALL, BR, CL, CO, CR, MX, PE, VE No
document_unregistered Indicates that the data in the document was not found in government databases. BR, CL, CO, MX, PE Yes
empty_input_file Indicates that the uploaded file size is 0 bytes. 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. CO, PE Yes
front_document_not_found Indicates that the detection model could not identify the front part of the document. ALL, BR, CL, CO, CR, MX, PE, VE No
front_side_document_is_a_photocopy Indicates that the document front side is a photocopy. CO, MX Yes
government_database_unavailable Indicates that the Government database could not be checked because it was unavailable at the time of query. BR, CL, CO, MX, PE Yes
identity_belongs_to_dead_person Indicates that the identity belongs to a deceased person. CL, CO, MX, PE Yes
invalid_qr_content Indicates that the QR content does not match with the document fields. MX Yes
missing_security_elements Indicates that the document doest not have the standard security elements. MX Yes
image_face_validation_not_passed Indicates that there is a possible alteration in the document’s face. CO, PE Yes
image_text_validation_not_passed Indicates that there is a possible alteration in the document’s texts. CO Yes
invalid_curp Indicates that the CURP (Unique Population Registry Code) in the document does not match the CURP calculated by the system. MX Yes
invalid_document_number Indicates that the document number is invalid or has an invalid format. I.e.: the document is missing digits. 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. 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. 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. CO, PE, VE Yes
invalid_mrz Indicates that the information in the MRZ field does not match the information in the other fields of the document. 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. 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. MX Yes
invalid_or_corrupted_image_file Indicates that the image file is corrupted and the decoder cannot get all the information from the file. ALL, BR, CL, CO, CR, MX, PE, VE No
manual_review_failed Indicates that the manual review has failed (Applicable to Manual Review). Click Here to learn more about Manual Review. ALL, BR, CL, CO, CR, MX, PE, VE No
missing_date_of_birth Indicates that the date of birth field was not found. ALL, BR, CL, CO, CR, MX, PE, VE Yes
missing_document_number Indicates that the document number field was not found. ALL, BR, CL, CO, MX, PE, VE Yes
missing_expiration_date Indicates that the expiration date field was not found. ALL, BR, CL, CO, MX, PE, VE Yes
missing_gender Indicates that the gender field was not found. CL, CO, MX Yes
missing_inputs_to_create_check Indicates that the inputs required to perform the Identity Background Check were not found. BR, CL, CO, MX, PE Yes
missing_issue_date Indicates that the issue date field was not found. CL, CO, PE, VE Yes
missing_mrz Indicates that the MRZ field was not found. ALL, CO, CL, MX Yes
missing_municipality_name Indicates that the municipality field was not found. MX Yes
missing_names Indicates that the name fields were not found. BR, CL, CO, MX, PE, VE Yes
missing_nationality Indicates that the nationality field was not found. CO, MX Yes
missing_national_registrar Indicates that the national registrar field was not found. CO Yes
missing_neighborhood Indicates that the neighborhood field was not found (Applicable to invoice). MX Yes
missing_pay_limit_date Indicates that the pay limit field was not found (Applicable to invoice). MX Yes
missing_postal_code Indicates that the postal code field was not found (Applicable to invoice). 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. CO Yes
missing_state_name Indicates that the state data field was not found. MX Yes
missing_street Indicates that the street data field was not found. MX Yes
missing_text Indicates that a field required for validation was not found. 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. CO Yes
ocr_failed Indicates that OCR data extraction failed. 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. ALL, BR, CL, CO, CR, MX, PE, VE No
portrait_photo_is_fake Indicates that the face is modified or fake (Applicable to Manual Review). Click Here to learn more about Manual Review. CO, MX No
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. 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. CO Yes
reverse_document_not_found Indicates that the detection model could not identify the reverse part of the document. CL, CO, CR, MX, PE No
reverse_side_document_is_a_photocopy Indicates that the document reverse side is a photocopy. CO, MX Yes
underage Indicates that the person is under legal age. BR, CL, CO, MX, PE, VE Yes

Face Validation Enrollment declined reasons

Declined reason Description Applicable Countries
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. Any
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. 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. 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. Any
system_error An error occurred while processing the enrollment inputs. Any

Face Validation declined reasons

Declined reason Description Applicable Countries
actions_not_in_expected_order Indicates that the user’s liveness actions were not performed in the expected order. Any
faces_are_too_similar Indicates that the validation process used the same image that was used as the reference image in the enrollment process. Any
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. 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. Any
invalid_file_format Indicates that the file uploaded by the user has an invalid format (Applicable to liveness). Allowed formats: MP4. Any
liveness_verification_not_passed Indicates that the user’s liveness actions are incorrect or were not detected. Any
no_face_detected Indicates that no face was detected in the photo or video uploaded by the user for the liveness test. Any
passive_liveness_verification_not_passed Indicates that the video selfie verification was not successful. Any
invalid_video_file Indicates the file uploaded by the user is an invalid video file. Allowed formats: MP4. 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. 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. 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. 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. Any

TruFace declined reasons

Declined reason Description Applicable Countries
fraudster_face_match_in_client_collection Indicates the face match with client fraudster collection. 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. ALL, CO, PE, CL, MX
user_face_match_in_client_collection Indicates the face match with client user collection. ALL, BR, CL, CO, CR, EC, MX, PE, VE

Email Validation declined reasons

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

Phone Validation declined reasons

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

Geolocation declined reasons

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

Front-end only declined reasons

Declined reason Description Applicable Countries
not_used When the user leaves at the beginning of the process without activating any validation 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. Any
no_document_media_uploaded When the process expires because the user did not upload the document files for the document validation step. Any
no_face_media_uploaded When the process expires because the user did not upload the selfie or video for the face validation step. Any
no_media_uploaded When the process expires because the user did not upload the required file for the step. Any
not_answered_question When the process expires because the user did not answer a question in the WhatsApp conversation. 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. ALL, BR, CL, CO, CR, MX, PE, VE
max_retries_reached When the process expires because reached the allowed number of retries. Any
abandoned_without_using_retries When the user abandons the process after making one or more validation attempts, but does not use all retries. Any
validation_not_finished When the process expires with some validation pending. Any
validation_expired When we have a validation within the flow that has expired and the process also expires. Any
user_process_postponed When the process finished because user chooses to postpone a process. Any