Verification reason codes

Look up the codes a verification step records in the Verification data block

The Verification data block uses reason codes to explain why a verification step ended early, or what an agent found when they cancelled a review. This page lists the codes Trust Platform returns, grouped by the family of steps that produce them. To see where these codes appear in a session result, see Rejection reasons. For how to act on them, see Interpret session results.

Family	Produced by
IDnow DocIDV	Verifying ID document, Signing incl. verifying ID
German eID	Verifying eID with the German eID method
Document capture	Verifying ID document (IDC) (v3), (v4)
Biometric verification	Biometric verification

note

Reason codes are different from API error codes, which describe a failed API request. Digital signals steps report their risk signals in DigitalSignals.reasons[] instead; those codes are defined by the signal provider.

These tables list the codes Trust Platform knows and documents. Where a code comes from a provider (IDnow DocIDV, the German eID service, the document capture service, or the biometric provider), Trust Platform passes it through unchanged, so you may occasionally receive a code that is not listed here. Treat an unlisted code by its Verification.status rather than by the code itself. A step that fails with a technical error produces no reason code. Some eID methods (for example those provided through eID Easy) always pass the provider's own code through; those codes are not listed here.

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IDnow DocIDV

Codes returned by steps that use IDnow's DocIDV service, including agent reviews and signing. For the provider's complete list, see the DocIDV result codes reference.

Where the code appears depends on Verification.status:

• canceled or aborted: the step ended early, and terminationReason.code says why.
• rejected: an agent cancelled the identification with a business reason. This is a decision, so terminationReason is null. The code is in the agentReview check, under methods[].checks[].issues[].code.
• fraudDetected: a decision, with no termination reason. The checks under methods[].checks[].issues[] describe what was found, using the codes below.

Code	Category	Description
ID_BLURRY	Document quality	Document is blurry; mandatory data cannot be read.
ID_DARKNESS	Document quality	Document images are too dark to read mandatory data or verify authenticity.
ID_DATA	Document quality	Mandatory data on the document cannot be read.
ID_DATA_COVERED	Document quality	Mandatory data is covered by the user when capturing the picture.
ID_DATA_OTHER	Document quality	Any other reason that prevents mandatory data from being read.
ID_GLARE	Document quality	Document has glare; mandatory data cannot be read.
ID_PERSPECTIVE	Document quality	Document is angled such that mandatory data cannot be read or verified.
ID_BROKEN	Document validity	Document is broken.
ID_DAMAGED	Document validity	Document is damaged.
ID_DAMAGED_OTHER	Document validity	Any other reason for a damaged document.
ID_EXPIRED	Document validity	Document has expired.
ID_HAS_STICKER	Document validity	Document has unacceptable stickers and is treated as damaged.
ID_NOT_SUPPORTED	Document validity	Document is not supported for the customer's use case.
ID_OTHER	Document validity	Any other issue with the document.
ID_OUTWORN	Document validity	Document is worn out; data is unreadable or unverifiable.
ID_WRITTEN_ON	Document validity	Document has writing that makes it unreadable or unverifiable. Legitimate additions by an issuing authority are accepted.
ID_WRONG_SIDE	Document validity	Wrong side of the document was scanned.
ID_SECURITY_FEATURE	Security features	Security feature issue.
ID_SECURITY_FEATURE_NOT_VISIBLE_NOT_FRAUD	Security features	Security features are not visible because the user did not move the document correctly.
ID_SECURITY_FEATURE_OTHER	Security features	Any other issue with the security feature video.
ID_SECURITY_FEATURE_VIDEO_CANNOT_BE_PLAYED	Security features	Security feature video cannot be played for review.
ID_SECURITY_FEATURE_VIDEO_FILE_MISSING	Security features	The security feature (hologram) video is missing from the result because of a technical error.
ID_SECURITY_FEATURE_VIDEO_SHORT	Security features	Security feature video is too short to detect holograms.
ID_NEED_ADDITIONAL_DOCUMENT	Additional document	A required additional document (for example a driver's licence) is missing.
ID_SECOND_DOCUMENT	Additional document	A second document is required (for example ID and driver's licence) and was not provided.
ID_SECOND_DOCUMENT_BAD_PHOTO_QUALITY	Additional document	Photo quality of the additional document is not acceptable.
ID_SECOND_DOCUMENT_DAMAGED	Additional document	Additional document is severely worn, written on, ripped or broken.
ID_SECOND_DOCUMENT_EXPIRED	Additional document	Additional document has expired.
ID_SECOND_DOCUMENT_OTHER	Additional document	Any other issue with the additional document.
USER_INVOICE_MISSING	Additional document	Proof of address was required as an additional document but was not provided.
SELFIE_BLURRY	Selfie and face	Selfie is blurry and cannot be used for face comparison.
SELFIE_DARKNESS	Selfie and face	Selfie is too dark to compare with the document photo.
SELFIE_GLARE	Selfie and face	Selfie or document photo has glare preventing comparison.
SELFIE_OTHER	Selfie and face	Any other issue preventing comparison of the selfie with the document photo.
SELFIE_PERSPECTIVE	Selfie and face	Selfie is at an angle that prevents comparison with the document photo.
USER_OBSCURED	Selfie and face	The user covered their face during face comparison (for example by wearing a face mask).
WARNING_DIGITAL_DOCUMENT	Fraud suspicion	The document image was captured from a digital screen (laptop, mobile, etc.).
WARNING_FAKED_MANIPULATED_ID	Fraud suspicion	Fields on the document have been modified (for example intentionally covered).
WARNING_FAKED_SECURITY_FEATURES	Fraud suspicion	Security features (for example holograms) on the document are not real.
WARNING_FAKED_SPECIMEN	Fraud suspicion	The document is a specimen, not a real document.
WARNING_FRAUD_OTHER	Fraud suspicion	Any other type of fraud identified by the specialist during the verification process.
WARNING_IDENTITY_THEFT	Fraud suspicion	The user attempted to steal someone else's identity.
WARNING_MANIPULATED_DATA	Fraud suspicion	The data on the identification document is manipulated.
WARNING_MANIPULATED_PHOTO	Fraud suspicion	The photo on the identification document is manipulated.
WARNING_MONEY_MULE	Fraud suspicion	The user has been tricked by a fraudster into performing the identification on the fraudster's behalf.
WARNING_NAME_COMPARISON	Fraud suspicion	Considerable inconsistency between the user's name and the document.
WARNING_PAPER_PRINT	Fraud suspicion	The document is a paper printout, not a real document.
WARNING_PRINT_SCAN	Fraud suspicion	Print and scan detected.
WARNING_SCAN	Fraud suspicion	The document is a facsimile.
WARNING_SCREEN_PHOTO	Fraud suspicion	Screen photo detected.
WARNING_SELFIE_DISGUISED	Fraud suspicion	The user intentionally disguised their face (mask or similar).
WARNING_SELFIE_NO_REAL_PERSON	Fraud suspicion	The selfie is not of a real person (for example a photo of a printed picture).
WARNING_SELFIE_REAL_PERSON	Fraud suspicion	The user is a real person but the selfie does not match the face on the document.
WARNING_USER_UNDERAGE	Fraud suspicion	The user is below the minimum age required for the customer's service.
USER_ABORT_WHILE_WAITING	User cancellation	The user aborted while waiting for the agent.
USER_CANCELLATION	User cancellation	User canceled the verification.
USER_CANCELLATION_AGENT_BEHAVIOUR	User cancellation	The user did not feel comfortable continuing due to the agent's behaviour.
USER_CANCELLATION_APP_NOT_RESPONDING	User cancellation	The user aborted because the app was not responding.
USER_CANCELLATION_APP_NOT_SCANNING	User cancellation	The user aborted because the app was not scanning the document.
USER_CANCELLATION_CAMERA_ACCESS_DENIED	User cancellation	The user denied camera permission to the app.
USER_CANCELLATION_DOCUMENT_EXPIRED	User cancellation	The user cannot continue because their ID document is expired.
USER_CANCELLATION_DOCUMENT_NOT_ACCEPTED	User cancellation	The user's ID document is not accepted for the verification process.
USER_CANCELLATION_DOCUMENT_NOT_AVAILABLE	User cancellation	The user did not have the ID document available.
USER_CANCELLATION_ESIGNING_NAME_CONFIRMATION_REJECTED	User cancellation	The user's name is specified incorrectly (signing flows only).
USER_CANCELLATION_ESIGNING_REJECTED	User cancellation	The user did not accept the e-signing request.
USER_CANCELLATION_IDENT_LANGUAGE	User cancellation	User canceled due to language issues.
USER_CANCELLATION_IDENTIFY_LATER	User cancellation	The user wants to identify later.
USER_CANCELLATION_INCORRECT_PHONE_NUMBER	User cancellation	The user aborted because the phone number was incorrect.
USER_CANCELLATION_OTHER	User cancellation	Any other reason for which the user did not want to continue.
USER_CANCELLATION_PRIVACY_CONCERNS	User cancellation	The user aborted due to privacy concerns.
USER_CANCELLATION_SELFIE_NOT_READY	User cancellation	The user was not ready for a selfie.
USER_CANCELLATION_TERMS_DENIED	User cancellation	The user did not accept the terms and conditions.
USER_CANCELLATION_UNDERAGE	User cancellation	The user is underage and not allowed to continue.
USER_CANCELLATION_USER_NOT_INTERESTED	User cancellation	The user is not interested in performing the identification.
USER_STARTED_NEW_REQUEST	User cancellation	The user could not abort gracefully, for example because the app crashed or the user switched devices without closing the previous session.
WRONG_PHONE_NUMBER	User cancellation	Wrong phone number provided.
APP_CANCELLATION_APPROVAL_PHRASE_INSUFFICIENT_DOCUMENT_COUNT	App cancellation	Signing flow: the required number of documents to be signed was not received.
APP_CANCELLATION_APPROVAL_PHRASE_NO_CONTRACT	App cancellation	Signing flow: the app encountered a technical error during the approval phrase step.
APP_CANCELLATION_APPROVAL_PHRASE_RETRY_LIMIT_REACHED	App cancellation	Signing flow: the app could not retrieve approval phrases after multiple retries.
APP_CANCELLATION_NO_BACK_CLASSIFICATION_IMAGE	App cancellation	Unable to identify the document type (back).
APP_CANCELLATION_NO_BACK_FACE_IMAGE	App cancellation	Unable to capture the face from the back of the document.
APP_CANCELLATION_NO_BACK_OCR_IMAGE	App cancellation	Unable to read text from the back of the document.
APP_CANCELLATION_NO_BACK_SEGMENTATION_IMAGE	App cancellation	Unable to detect the back of the document.
APP_CANCELLATION_NO_FRONT_CLASSIFICATION_IMAGE	App cancellation	Unable to identify the document type (front).
APP_CANCELLATION_NO_FRONT_FACE_IMAGE	App cancellation	Unable to capture the face from the front of the document.
APP_CANCELLATION_NO_FRONT_OCR_IMAGE	App cancellation	Unable to read text from the front of the document.
APP_CANCELLATION_NO_FRONT_SEGMENTATION_IMAGE	App cancellation	Unable to detect the front of the document.
APP_CANCELLATION_OTP_MATCH_LIMIT_REACHED	App cancellation	The user reached the maximum number of allowed OTP entries.
APP_CANCELLATION_TSP_TECHNICAL_EXCEPTION	App cancellation	The app encountered a technical error from the trust service provider, and automatic retries did not resolve it.
ABORTED	Process	The identification was aborted and DocIDV returned no specific reason.
AGENT_CANCELED	Process	An agent cancelled the identification without giving a specific reason.
IDENT_CANNOT_BE_COMPLETED	Process	A technical reason prevented the specialist from finishing the verification.
IDENT_DISPLAY_ERROR	Process	A technical reason prevented the specialist from seeing the data submitted by the user.
IDENT_OTHER	Process	Any other reason that prevented the specialist from completing the identification.
INCORRECT_NAME_IN_QES	Signing	Incorrect name in qualified electronic signature.
TSP_CERTIFICATE_EXPIRED	Signing	The final signing step took longer than the certificate's 1-hour validity window.
TSP_CERTIFICATE_GENERATION_FAILED	Signing	Failed to generate TSP certificate.
TSP_CONTRACTS_RETRIEVAL_FAILED	Signing	Failed to retrieve TSP contracts.
TSP_SEND_OTP_FAILED	Signing	Failed to send OTP.
TSP_SIGNING_FAILED	Signing	The signing process failed due to a technical error.
TSP_WRONG_CONFIRMATION_TOKEN	Signing	The user entered a wrong signing code during the signing step.
GET_PAYMENT_DATA_FAILED	Payment	Failed to retrieve payment data.
GET_PAYMENT_DATA_TIMEOUT	Payment	Payment data retrieval timed out.
PAY_BANK_LOGIN_FAILED	Payment	Bank login failed.
PAY_SESSION_TIMEOUT	Payment	Payment session timed out.
PAY_TAN_FAILED	Payment	TAN verification failed.
PAY_TECH_ERROR	Payment	Technical error during payment.
PAY_TRANS_NOT_POSSIBLE	Payment	Transaction not possible.
PAY_VALIDATION_FAILED	Payment	Payment validation failed.
PAYMENT_INITIATION_FAILED	Payment	Payment initiation failed.
PAYMENT_INITIATION_TIMEOUT	Payment	Payment initiation timed out.

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German eID

Codes returned when a user verifies with the German eID card.

Code	Category	Description
EID_CARD_BLOCKED	Document validity	The user's eID card was already blocked at the time of identification.
EID_USER_CANCELLATION	User cancellation	The user has chosen to abort the process.
EID_USER_CANCELLATION_CAN_ENTRY	User cancellation	The user chose to abort the process on the 'CAN entry' screen.
EID_USER_CANCELLATION_CARD_BLOCKED	User cancellation	The user chose to abort the process on the 'eID card blocked' screen.
EID_USER_CANCELLATION_CARD_BLOCKED_TRANSPORT_PIN	User cancellation	The user chose to abort the process on the 'eID card blocked via transport PIN' screen.
EID_USER_CANCELLATION_CARD_SCAN	User cancellation	The user chose to abort the process on the 'card scan' screen.
EID_USER_CANCELLATION_CONSENT_PROTOCOL	User cancellation	The user chose to abort the process on the 'consent protocol' screen.
EID_USER_CANCELLATION_IDENTIFICATION_FAIL	User cancellation	The user chose to abort the process on the 'identification failed' screen.
EID_USER_CANCELLATION_IMAGE_CAPTURE	User cancellation	The user chose to abort the process on the 'eID image capture' screen.
EID_USER_CANCELLATION_LAST_PIN_ATTEMPT	User cancellation	The user chose to abort the process on the 'last PIN entry attempt' screen.
EID_USER_CANCELLATION_NAME_MISMATCH	User cancellation	The user chose to abort the process on the 'name mismatch' screen.
EID_USER_CANCELLATION_PHONE_CONFIRMATION	User cancellation	The user chose to abort the process on the 'mobile number confirmation' screen.
EID_USER_CANCELLATION_PIN_ENTRY	User cancellation	The user chose to abort the process on the 'PIN entry' screen.
EID_USER_CANCELLATION_PREPARE_SIGNING	User cancellation	The user chose to abort the process on the 'prepare signing' screen.
EID_USER_CANCELLATION_SET_PIN_SUCCESS	User cancellation	The user chose to abort the process on the 'successful PIN change' screen.
EID_USER_CANCELLATION_TNC	User cancellation	The user chose to abort the process on the 'terms and conditions' screen.
EID_USER_CANCELLATION_TRANSPORT_PIN	User cancellation	The user chose to abort the process on the '5-digit transport PIN' screen.
EID_USER_CANCELLATION_VERIFICATION_CODE	User cancellation	The user chose to abort the process on the 'OTP verification' screen.
EID_USER_CANCELLATION_VERIFICATION_STEPS	User cancellation	The user chose to abort the process on the 'verification steps' screen.
EID_USER_CANCELLATION_WRONG_PIN	User cancellation	The user chose to abort the process on the 'wrong PIN' screen.
EID_CARD_SCAN_UNSUCCESSFUL	Technical	The identification was unsuccessful because the eID card could not be read (e.g. the card was removed too early during the scan).

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Document capture

Codes returned by the document capture steps when the capture ends early.

Code	Category	Description
DOCUMENT_ERROR	Document validity	The document could not be processed.
USER_CANCELLED	User cancellation	The user closed the session.
USER_ERROR	User cancellation	The capture ended because of a user action.
DEVICE_ERROR	Technical	The user's device could not complete the capture.
NETWORK_ERROR	Technical	A network error interrupted the capture.

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Biometric verification

Codes returned by biometric verification when the user cannot be verified.

Code	Category	Description
SERVER_FACE_DOES_NOT_MATCH	Selfie and face	The face does not match the enrolled user.
MEDIA_STREAM_NOT_ALLOWED	User cancellation	Camera access was not allowed.
USER_CANCELLATION	User cancellation	The user canceled the biometric verification.
SERVER_NO_ATTEMPTS_LEFT	Process	No verification attempts are left.
SERVER_USER_LOCKED_OUT	Process	The user is locked out after too many failed attempts.
SERVER_USER_NOT_FOUND	Process	No enrolled user was found for this verification.
USER_LOCKED_OUT	Process	The user is locked out after too many failed attempts.
EXCEPTION	Technical	An unexpected error interrupted the verification.
MEDIA_STREAM_UNAVAILABLE	Technical	The camera is not available.
RUNTIME_VIOLATION	Technical	The browser environment is not supported.
UNKNOWN_ERROR	Technical	The verification failed without a specific reason.
WEB_ASSEMBLY_FAILED	Technical	The biometric component failed to load.
WEB_ASSEMBLY_TIMEOUT	Technical	The biometric component timed out while loading.