When an applicant’s identity verification fails, Payscore returns a failure reason to help you understand why the verification could not be completed.
This article explains the most common failure categories, what they mean, and how to interpret them when reviewing an applicant.
Government ID–Related Failures
These failures occur when the applicant’s submitted ID document cannot be validated.
Document authenticity
The ID appears invalid or potentially altered. This can include:
Signs of tampering or manipulation
Test, sample, or placeholder ID images
Missing or incorrect security features
These failures typically indicate the document itself could not be trusted.
Unsupported or incorrect document type
The applicant submitted an ID that:
Is not an accepted document type
Does not match the type they selected
Cannot be recognized by the verification system
Expired or invalid ID
The ID is no longer valid or missing required validity information, such as:
An expired document
A missing or unreadable expiration date
An issuing authority that cannot be verified
Country or region mismatch
The country detected on the ID:
Does not match the country selected by the applicant
Cannot be determined
Is not supported under current verification rules
Image quality or completeness issues
The ID image could not be fully analyzed due to:
Blurry, dark, or low-resolution photos
Missing front or back images
Duplicate images of the same side
Missing barcodes or machine-readable zones (MRZ)
These are often resolvable by resubmission.
Data integrity conflicts
Information extracted from the ID conflicts with itself or expected formats, such as:
Invalid ID number formatting
Barcode data that cannot be decoded
Mismatches between encoded and visible fields
Tampering or manipulation detected
The system detected indicators of:
Digital editing
Screenshots or photocopies
Electronic replicas rather than original photos
These failures typically require manual review or follow-up.
Selfie and Face-Match Failures
These failures relate to comparing the applicant’s selfie to the ID photo.
Face mismatch or missing face
The selfie does not sufficiently match the ID portrait
No face was detected in the selfie
The ID portrait is missing or obscured
Selfie image quality issues
The selfie could not be validated due to:
Blurry or low-quality images
Obstructed faces (hats, masks, sunglasses)
Multiple faces appearing in the image
Liveness verification failures
Liveness checks ensure the applicant is physically present. Failures may occur if:
A screen, photo, or emulator was detected
Required pose or motion steps were not completed correctly
Background or motion checks failed
SSN-Related Failures (if applicable)
In cases where SSN verification is included, failures may indicate:
A mismatch between name and SSN records
An SSN associated with a deceased individual
An invalid age or record inconsistency
How to use failure reasons in review
Failure reasons help you determine next steps:
Image quality issues → applicant may retry with clearer photos
Data conflicts or document type issues → applicant may need guidance
Tampering or authenticity failures → may require manual review or denial
Not all failures are equal; some are procedural, while others indicate higher risk.