The answer to your customers' common questions regarding IDV/AML check issues.
1. Why do I need to allow camera permissions for the ID check?
Camera permissions are necessary to capture images of your ID document and a selfie video for verification purposes. Some phones may require you to set these permissions manually before starting the check.
2. How do I ensure my ID document photo is accepted?
When taking a picture of your ID document:
- Make sure all four corners of the document are visible.
- Ensure the image is not blurred and is taken in good lighting without glare.
- If the picture quality is not satisfactory, use the option to ‘re-take’ the picture.
3. What should I do when taking the selfie video?
For the selfie video:
- Position your phone directly in front of you.
- Avoid taking the video from below your chin to ensure a clear and straightforward angle.
4. Can I use a saved image of my ID document for the check?
No, you must have the physical ID document with you. The system will detect if you try to use a saved image, and the check will fail. This would require us to resend the SMS link for you to redo the process.
5. What should I do if I encounter an issue during the ID check?
If you encounter any issues:
- Ensure your camera permissions are enabled.
- Check that your ID document and selfie video meet the quality guidelines mentioned.
- If problems persist, please contact us for further assistance.
6. What types of ID documents are accepted?
The accepted ID documents include:
- Passports
- Driving licences
- National ID cards
- Other government-issued photo IDs
Ensure the document is valid and not expired.
7. How long does the ID verification process take?
The ID verification process usually takes a few minutes once all required images and videos are submitted correctly. If there are any issues, it may take longer to resolve.
8. What if I don’t receive the SMS link for the ID check?
If you don’t receive the SMS link:
- Ensure your phone number is entered correctly.
- Check your phone’s SMS settings and message inbox.
- Contact us if the issue persists.
9. Why did my ID check fail?
Common reasons for ID check failure include:
- Blurry or unclear images.
- Incorrect or expired ID documents.
- Incomplete visibility of the ID document.
- Using a saved image instead of the physical document.
Please ensure all guidelines are followed and try again.
Red Flag Alert Support Contact Details
If you/your customers are experiencing difficulties with our IDV service, please contact Red Flag Alert support. Please do not send these contact details to your customers for support, you - as the business with the RFA account - will need to send in any queries.
Email: support@redflagalert.com
Telephone: 0330 460 9877 (choose the second option after calling).