Verification Issues

The user’s admin has a “Name mismatch” error in the IV. Also, the account is disabled due to an unresolved, pending SOF ticket. 

• Escalate to Compliance with internal note 

• Refer to SOF ticket with internal note 

• Override the name mismatch and solve the ticket 

• None of the above

The user’s admin has a “Name Mismatch” error. The name in the basic information is “????.” The account is disabled with a balance 69000$. 

• Assist the user with the name mismatch error 

• Reset the user’s IV  

• Escalate to ECID 

• Escalate to Verification Review Request

The user has a “Name Not Valid” error. There’s one letter mismatch between the basic information and the characters in the IV. The user’s balance is 15000$. 

• Apply the Translated/Invalid Basic Info Required macro 

• Apply the name not valid macro UNDER 1K

• Apply the name not valid macro OVER 1K

• Escalate to Verification Review Request 

The user’s admin is OFAC – Region banned, and he is from Iran. Jumio pulled the “Unreadable ID type” error. 

• Assist with IV issue and escalate to compliance  

• Assist with IV issue and escalate to compliance without POI 

• Ask for POIs and escalate to compliance  

• None of the above

The user’s admin has a “missing back” error. The user is from Belize and tried to verify with a national ID. Choose the right macro: 

• Missing back 

• Unsupported ID type

• Identity verification needed 

• Unreadable ID type 

The user’s admin has a “Name Not Valid” error. The name in the basic information is “Yan Vee” and the one in the IV (Jumio) has Japanese characters. Note the account is disabled and the balance is 69000$. 

• Assist the user with the name mismatch error 

• Reset the user’s IV   

• Escalate to ECID

• Escalate to Verification Review Request  

The user has name not valid error and  N/A N/A in Basic Info. Which macro should be applied? 

• Apply the macro-N/A N/A Name or ? In Name UNDER 1k 

• Apply the macro–Verification Review Request

• Apply the macro Translated/Invalid Basic Info Required 

• Apply the macro Translated Name Complete 

The user’s admin has a “name mismatch” error. The name in the basic information is entirely different than the name in the IV. Also, the account is disabled due to the hacker master list. 

• Apply the macro: N/A N/A Name or ? In Name UNDER 1K

• Apply the macro: Translated/Invalid Basic Info Required 

• Escalate to verification review request with an internal note

• Escalate to Compliance with POIs

The user’s account is disabled with a “KYC_Banhammer” internal note. Additionally, Jumio (IV) pulled up a “Name Mismatch” error. Note that the user’s birthdate mismatches with the raw data and the IV. Choose the right macro: 

• Verification Review Request 

• N/A N/A Name or ? In Name OVER 1K

• Account Disabled with Name Mismatch Approved

• Account Disabled 

The user’s admin has a “Name Mismatch” error. The name in the basic information is “Anna Lee” and the one in the IV (Jumio) is “Anna Jay Lee”. The birthdate in the raw data doesn’t match with the IdDob (IV) date. Note the account is enabled and the balance is 71000$.

• Assist the user with the name mismatch error 

• Reset the user’s IV  

• Escalate to ECID

• Escalate to Verification Review Request