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Why were my client's verification documents denied?

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Written by Olivia Whitaker
Updated over a year ago

Below is a list of possible reasons that your client's verification documents were denied:

  • Poor Image Quality - The image is unable to be read, it is blurry, there is a glare/light blocking the image

  • Name Mismatch - First or Last name doesn’t match the application

  • Address Mismatch - Address does not match the address used on the application

  • SSN Mismatch - The Social Security Number does not match the SSN on the application

  • Date of Birth Issue - The DOB on the ID does not match the DOB on the application

  • Expired ID - The ID provided is expired

If your client's verification documents were denied, they do have the ability to resubmit other forms of verification for approval. If your client continues to have their documents denied, please have them contact the Support team via the Connect Panel in their mobile app.

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