TABLE OF CONTENTS

• Document-Related Issues
  • MANDATORY_DOCUMENT_NOT_PROVIDED
  • UNABLE_TO_VALIDATE_DOCUMENT
  • COULD_NOT_VERIFY_ADDRESS / UNABLE_TO_VERIFY_ADDRESS
• Face & Liveness Issues
  • MISSING_LIVENESS
  • FACE_MATCH_VERIFICATION_FAILED
  • FACE_MATCH_HIGHER_THRESHOLD_VERIFICATION_FAILED
• Identity & Background Issues
  • IDENTITY_CHECK_FAILED
  • ACTIVITY_HISTORY_SCORE_INSUFFICIENT
  • IDENTITY_FRAUD_SCORE_INSUFFICIENT
  • IDENTITY_FRAUD_AND_ACTIVITY_HISTORY_SCORES_INSUFFICIENT
  • LEVEL_OF_ASSURANCE_NOT_SUFFICIENT
  • FRAUD_DETECTED
• Technical or Process Issues
  • UNABLE_TO_COMPLETE_CHECKS
  • ABANDONED
• RELATED CONTENT

This article covers the standard error codes displayed in the Yoti App and the reasons.

In most cases, you can also contact Yoti to help you resolve your issue.

• When the Digital Right to Work and Digital Identity Checks fail via the Yoti app, an error code is provided
• Yoti has provided a basic description of these codes
• Further information obtained has also been added to assist in your understanding

For candidates, staff, and anyone using digital ID / RTW / DBS checks

Document-Related Issues

MANDATORY_DOCUMENT_NOT_PROVIDED

Meaning:
You didn’t give all the documents the system needs. One is missing, expired, or not acceptable.

Fix:
Check which documents are required (e.g., passport and driving licence). Please make sure they’re valid and not expired.

UNABLE_TO_VALIDATE_DOCUMENT

Meaning:
The system couldn’t read or confirm your document. Usually, the photo was blurry, too dark, too bright, or not aligned.

Fix:
Retake the photos in good lighting. Make sure all corners are visible, and there’s no glare.

COULD_NOT_VERIFY_ADDRESS / UNABLE_TO_VERIFY_ADDRESS

Meaning:
Your address couldn’t be matched with external databases.
This does not mean the address is wrong — just that it couldn’t be confirmed.

Fix:
Double-check the address format. If you recently moved or have limited credit history, please upload extra proof of address if allowed.

Face & Liveness Issues

MISSING_LIVENESS

Meaning:
The “Are you a real person right now?” selfie test didn’t pass.

Fix:
Redo the liveness check. Good lighting, no hats or glasses, follow the on-screen movements slowly.

FACE_MATCH_VERIFICATION_FAILED

Meaning:
Your selfie didn’t match the photo on your ID.

Fix:
Please try again with clear lighting, neutral expression, no filters, and make sure your face fills the frame.
If your ID photo is old, expect this to fail more easily.

FACE_MATCH_HIGHER_THRESHOLD_VERIFICATION_FAILED

Meaning:
The match was close, but not high enough to meet the stricter requirements of a DBS/RTW check.

Fix:
Same as above—take extra care with lighting and positioning.

Identity & Background Issues

IDENTITY_CHECK_FAILED

Meaning:
Extra checks (credit history, database checks, deceased registers, politically exposed person lists, sanction lists, etc.) couldn’t confirm your identity strongly enough.

Fix:
Check that all your personal details match exactly — spelling, full name, and address history.
If everything is correct, you may need a manual review.

ACTIVITY_HISTORY_SCORE_INSUFFICIENT

Meaning:
There wasn’t enough “history” about you in background databases (e.g., no credit footprint or limited records).

Fix:
This is usually nothing you can fix on the spot — it often requires a manual ID review.

IDENTITY_FRAUD_SCORE_INSUFFICIENT

Meaning:
The fraud-prevention checks couldn’t verify your identity with enough confidence.

Fix:
Double-check your details. If everything is correct, the organisation may need to verify you manually.

IDENTITY_FRAUD_AND_ACTIVITY_HISTORY_SCORES_INSUFFICIENT

Meaning:
Neither fraud checks nor activity/history checks hit the required standards.

Fix:
Likely needs manual review. Please make sure all your documents and details are accurate.

LEVEL_OF_ASSURANCE_NOT_SUFFICIENT

Meaning:
You passed some checks, but not at the level required for this type of verification (e.g., DBS requires a higher standard).

Fix:
Usually needs fresh documents, higher-quality photos, or manual review.

FRAUD_DETECTED

Meaning:
Something in the submission triggered a fraud alert.

Fix:
This can’t be solved by retrying. You’ll need to speak to the organisation handling your ID check.

Technical or Process Issues

UNABLE_TO_COMPLETE_CHECKS

Meaning:
A technical or system error stopped the checks from finishing.

Fix:
Try again. If it still fails, the Client Service Team may need to investigate.

ABANDONED

Meaning:
You didn’t finish the process in time — the session expired.

Fix:
Start again and complete the steps in one go.

Important:

• Yoti clears its logs after 60 days.
• Checks are only stored in the security centre for review for 28 days.
• If a check exceeds this time since the authentication date, we cannot get a reason for the failure.

RELATED CONTENT

Yoti support and get help:

Individual FAQs

Email help@yoti.com.

Email yubo@yoti.com if you have any bugs or technical problems while using Yoti.