A check has failed, whats next? | FAQs

What to do if a check has failed?

This FAQ's article aims to help you know what to do if an check has failed for your client.

Identity Check

If an Identity Check has failed we urge you to read the detailed report provided as this will give an overview of why the check has failed. This report may highlight to you reasons for the failure that you may not have realised.

How you proceed next is up to you and your companies internal policies. We offer the below solution:

• You are able to resubmit the Identity Check to your client, this will send an email to your client asking them to log back and capture their Identity Document & Liveness again in hopes of getting a pass. You can do this by following the process here.

Alternatively, if you do not wish to resubmit the Identity Check, you will need to do your own due diligence to confirm your clients Identity. 

Re-running checks

For all our data checks such as Address & Mortality and Proof of Ownership, you will be able to re-run any checks manually if you receive a fail results. These manual checks will not need to go to your client.

Below we discuss how to re-run an Address & Mortality check, the same process can be applied for any of our data checks.

If the Address & Mortality Check has referred you are able to manually re-run the Address & Mortality Check without sending anything to your client. To do this, 

1. Click the 'Settings' Tab within the Address & Mortality tab

2. Click 'Run a new check'

3. Pick an Address & Mortality profile, this is the pass parameters, we suggest using the default option

4. Enter your clients details, and re-run the check

5. The new results will now appear, and you can find the previous check in the archive section in case you need to refer back to this at any point

Alternatively, if you do not wish to run another check, or you wish to pass a referred check, you will need to do your own due diligence to confirm your clients Address & Mortality. You can add extra documents to your clients profile as supporting documents or evidence such as proof of address documents which will appear on the PDF. 

Overriding a pass or fail result

If you disagree with a failed result for an ID document, we urge you to read the detailed report provided as this will give an overview of why the check has failed. This report may highlight to you reasons for the failure that you may not have realised.

There is an option to override a result if you choose too, however we do not recommend this. You can do this by clicking the 'Fail' status. You will then be asked to override the result, and add a comment. 

You are able to manually override all results that come into the platform if you so wish, using the same method outlined above for ID checks. You need to click on the status button, update the result and add a comment. We do not recommend overridng results, and you will need to complete your own due diligence on the individual.

Got any questions?

If you have any questions please reach out to the Credas support team by logging a support ticket using the 'Submit a Ticket' button at the top of the knowledge base.

We are committed to continually improving our support resources for you. We would greatly appreciate your feedback below to help us enhance your experience.