[CF]
This article covers the common error codes displayed in the Yoti App and the reason.
In most cases, reaching out to Yoti can 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
| REASON | DESCRIPTION | FURTHER INFORMATION |
| MANDATORY_DOCUMENT_NOT_PROVIDED | The user does not have sufficient documents to reach the target level of identity verification | Used an expired identity document Only driving licence has been provided Another document to meet the level of assurance for the configured scheme is required |
| FRAUD_DETECTED | Suspected fraud for the given identity. Therefore, unable to reach the required identity profile. This should be reviewed | Requires query directly with Yoti for further details |
| UNABLE_TO_VALIDATE_DOCUMENT | We could not successfully validate a required document (for reasons other than suspected fraud, e.g. capture error) | A document has failed the document authenticity check, most likely because of the image not being clear enough. (the image could be too blurry, or there might be glare obstructing the data) |
| MISSING_LIVENESS | Returned if the session does not pass a liveness check | The Liveness check has failed on all 3 attempts |
| IDENTITY_CHECK_FAILED | Additional checks on a user’s identity, required to meet the level of confidence, have been unsuccessful. Will be triggered by a Politically Exposed Person or deceased flag | The additional identity checks performed have been insufficient for us to reach a high enough score for the "identity profile" to meet a medium or high level of assurance |
| UNABLE_TO_COMPLETE_CHECKS | Required checks could not be completed | One or more of the mandatory checks could not be completed |
| COULD_NOT_VERIFY_ADDRESS | Could occur if the address was not verified for any reason after the applicant leaves the session | We use a third party for the address check. If the address the user gives us does not match in our third party's database, we can't verify their address. This does not mean the user does not live there, only that we can't verify they do |
| UNABLE_TO_VERIFY_ADDRESS | Identity profile has been generated but the candidate's address was not verified | We simply could not match this user's details to the database of our address check provider. Not able to verify the address of the individual, as their details are not on the Credit Rating Agency's database used to compare against, no match was found. In rare cases, could be an issue with a third-party system |
| FACE_MATCH_VERIFICATION_FAILED | The face match check could not be performed | The face match was not able to be performed. e,g document image too blurry |
| ACTIVITY_HISTORY_SCORE_INSUFFICIENT | The profile has not reached the required activity history score for the specified scheme | The scoring system (Score 1, 2, 3 & 4) is explained in the DBS guidance (Link Below) |
| https://www.gov.uk/government/publications/identity-proofing-and-verification-of-an-individual/how-to-prove-and-verify-someones-identity | ||
| IDENTITY_FRAUD_SCORE_INSUFFICIENT | The profile has not reached the identity fraud score for the specified scheme | The levels of confidence (Low, Medium, High & Very High) is explained in the DBS guidance (Link Below) |
| https://www.gov.uk/government/publications/identity-proofing-and-verification-of-an-individual/how-to-prove-and-verify-someones-identity | ||
| IDENTITY_FRAUD_AND_ACTIVITY_ HISTORY_SCORES_INSUFFICIENT | The profile has not reached both the identity fraud activity history scores for the specified scheme | The scoring system (Score 1, 2, 3 & 4) is explained in the DBS guidance. The levels of confidence (Low, Medium, High & Very High) is explained in the DBS guidance (Link Below) |
https://www.gov.uk/government/publications/identity-proofing-and-verification-of-an-individual/how-to-prove-and-verify-someones-identity | ||
| LEVEL_OF_ASSURANCE_NOT_SUFFICIENT | Level of assurance for the scheme has not been reached. This is specific to combination routes and would occur if the identity has reached a Medium Level of Confidence, but not a High if requesting a Standard or Enhanced identity check | The levels of confidence (Low, Medium, High & Very High) is explained in the DBS guidance (Link Below) |
| https://www.gov.uk/government/publications/identity-proofing-and-verification-of-an-individual/how-to-prove-and-verify-someones-identity | ||
| ABANDONED | Expired sessions will eventually be set to ABANDONED. There is approximately a two-hour delay between this aborted reason appearing from expiry | The time the user has to complete the process has runout, they can no longer access the link |
Important:
- Yoti clears their 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
Email help@yoti.com.
Email yubo@yoti.com if you have any bug or technical problem while using Yoti.
Whilst we have taken care to ensure that this information is accurate, we update articles regularly. If you feel something is incorrect, please use the feedback buttons below to tell us how we could improve.Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article