An Identity Verification Failed status means the information submitted with your application could not be successfully matched or verified against the relevant identity records. Until the identity check is completed successfully, the application may not proceed to the next stage.
How to Fix It
1. Check Your Identification Details
Start by reviewing the identification information you entered in your application.
Check your:
- Identification number
- Full name
- Surname
- Date of birth
- Other personal information requested during the application
Even a small difference can cause an automated verification check to fail.
Compare the information on your application with your official identity document.
2. Make Sure Your Information Matches Official Records
The personal information on your application should correspond with the information held in the relevant identity records.
For example, if your official records contain a different spelling of your name from the one you entered, the verification system may not be able to establish a match.
If your personal details have recently changed, the relevant records may need to be updated before verification can be completed successfully.
3. Check Your Identification Number
Enter your identification number exactly as it appears on your official identity document.
Do not add unnecessary spaces, characters or numbers. Check every digit carefully before submitting the information.
An incorrect identification number can cause the system to associate your application with the wrong records or prevent a match altogether.
4. Check Your Date of Birth
Your date of birth should also match the information recorded in the relevant identity database.
If the date entered on your application differs from your official records, identity verification may fail.
Check that the day, month and year have been entered correctly.
5. Check Your Name and Surname
Pay particular attention to the spelling of your first name, middle names and surname.
Differences can sometimes occur because of:
- Typographical errors
- Missing names
- Different name spellings
- Incorrect order of names
- Recently changed names
- Information that has not been updated in official records
Do not create a new identity profile simply because the verification failed. First determine whether the information already submitted contains an error.
6. Correct Any Incorrect Information
If you find an error in your application, use the official procedure available for correcting your personal information.
Enter the information exactly as it appears on your official documents.
After making a correction, the verification process may need to be performed again. The status may therefore remain unchanged for some time while the updated information is processed.
7. Consider Recent Changes to Your Personal Details
If you recently changed your name or other identification information, the new details may not immediately appear across every system used for verification.
In such circumstances, make sure the relevant official records have been updated. If the records are correct but verification continues to fail, use the official support channel to determine what additional action is required.
8. Avoid Repeatedly Submitting Incorrect Information
Repeatedly entering different versions of your personal information will not necessarily resolve the problem.
Use your official identification document as the reference and provide the information exactly as recorded.
If you are unsure which information should be used, seek assistance through the official channel rather than guessing.
9. Protect Your Personal Information
Identity verification involves sensitive personal information. Do not send photographs of your identity document, identification number, passwords or authentication codes to unknown individuals or unofficial websites.
Only provide personal information through the authorised verification or application system.
10. Contact Official Support if Verification Continues to Fail
If you have checked your information and it matches your official documents but identity verification continues to fail, contact the relevant official support service.
Explain that your identity verification has failed and ask whether there is a mismatch in the underlying records or whether another verification step is required.
Have your official identification document and application information available when making the enquiry.
An Identity Verification Failed status means the system could not successfully confirm that the personal information submitted matches the relevant identity records.
The best way to resolve it is to check your identification number, name, surname and date of birth; correct any errors; make sure your official records are up to date; and follow the official verification process again.
If all your information is correct and the verification continues to fail, further assistance may be required to identify the underlying mismatch.