WHAT IS ID VERIFY?
ID Verify is a fraud detection software that authenticates the applicant’s photo ID, and uses state-of-the-art facial recognition technology to match a live selfie to the applicant’s ID.
WHEN DOES THE APPLICANT COMPLETE ID VERIFY?
ID Verify is completed before the online application. Once the applicant passes ID Verify they will continue with their application.
WHAT DEVICE CAN BE USED FOR ID VERIFY?
Applicants can use a mobile device, computer, tablet, or a device with a 3rd party camera.
NOTE: A mobile device should be used when taking a photo of their ID and using the selfie facial recognition, for best results.
WHAT DOCUMENTS CAN BE USED?
ID Verify will accept a driver’s license, U.S. or foreign passports, ID card, and VISA. When the applicant selects their country of origin, a list of permitted documents will populate on the ID Verify screen.
NOTE: ID Verify does not accept expired IDs or military IDs.
WHAT IS THE BEST WAY TO TAKE A PICTURE OF THE ID?
Lay the ID on a flat dark surface. The applicant should follow the directions on the screen, i.e., move closer, stay still.
HOW LONG IS AN APPLICANT’S DATA STORED IN ID VERIFY?
Applicant’s data is securely stored by a third party for 14 days.
HOW MANY ATTEMPTS DOES AN APPLICANT HAVE TO PASS?
ID Verify automatically locks after 3 failed attempts.
An applicant can be unlocked once and can attempt two more times after the lock out.
NOTE: The site team can review the Activities log in CRM to determine why the applicant failed the verification.
WHAT DO I DO IF AN APPLICANT IS LOCKED OUT OF ID VERIFY?
Applicants can be unlocked by going into the Activities section of the guest card in CRM. Under the ID Verification tab, toggle the lock button.
WHAT DOES “NO ID UPLOADED” MEAN?
The applicant interrupted the process by clicking the back button or refreshing their screen.
WHAT IF THE PERSON IS HAVING ISSUES WITH VERIFYING THEIR ID AND CONTINUE TO GET LOCKED OUT?
Invite the applicant to the office and assist with the ID Verification process.
If ID Verify is timing out or continuously spins, advise the applicant to try turning off the Wifi on their mobile device before attempting again.
DO I STILL COLLECT THE APPLICANT’S ID AS PART OF THE APPLICATION?
YES! The ID uploaded for ID Verify is not transferred to our records as an attachment.
WHAT TO DO IF AN APPLICANT WANTS TO USE AN ID ACCEPTED BY OUR POLICY BUT UNSUPPORTED BY ID VERIFY?
Request the applicant to use another form of ID, if possible.
WHEN SHOULD AN APPLICANT BE MARKED COMPLETE?
When an applicant is using an ID accepted by our policy however is unsupported by the ID Verify, i.e., US Military ID.
HOW TO MARK AN APPLICANT COMPLETE?
Submit a Screening Support ticket and include:
- The reason for the request
- If you asked the applicant to use another acceptable form of ID
- If you visually verified the ID
WHERE CAN I VIEW THE ID VERIFICATION REPORT?
The ID Verification Report is located in Site Manager, under Reports > Analytics > ID Verification Report.