We automatically reject applicants in cases the system fails to recognize any data in the uploaded documents or identifies a mismatch in the provided information.

If you want to approve such rejected applicants nevertheless, you can do it manually. Manual approval enables you to change the flow of the verification and the final decision even after the automated checks have been failed.

To approve rejected applicants manually, you have to resolve the reason for rejection while reviewing the applicant.

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Attention

Some errors cannot be resolved manually. If any of these errors occur, you should use Force approve.

Issues that can be resolved manually

In case the errors can be resolved manually, the process of approving rejected applicants includes the following steps:

1. In the Dashboard, go to the Applicants page.
2. Open the applicant profile and make the necessary changes depending on the error.
3. Click Save.
4. Go to the Review panel and click Approve.

When you click Approve, the system initiates the remaining checks. If the remaining checks are successful, the applicant will be approved. In case of other errors, repeat steps 2-4.

Face match

This error occurs when the system fails to match a digital facial profile with a stored image of an applicant.

To resolve this:

1. In the applicant profile, go to the Summary block.
2. Click on the pen icon on the Face Match line and change the result to Accept.
3. In the Review panel, click Approve.

OCR error

This error occurs if the OCR algorithms fail to recognize any data in the uploaded documents.

To resolve this:

1. In the applicant profile, go to the Document information block.
2. Correct data and click Save.
3. Accept the document.
4. In the Review panel, click Approve.

Similar search

During this check, the system searches for the applicant duplicates. If any have been found, the error occurs.

To resolve this:

1. In the applicant profile, go to the Summary block.
2. Click on the pen icon on the Similar search line and change the result to Accept.
3. In the Review panel, click Approve.

Cross-check

Cross-checks are based on matching different applicant data. If the system indicates data inconsistency or account duplicates, the error will occur.

To resolve this:

1. In the applicant profile, go to the Summary block.
2. Click on the pen icon on the Cross check line and change the result to Accept.
3. In the Review panel, click Approve.

Watchlists

Watchlists contain lists of known or suspected terrorists, money launderers, fraudsters, sanctioned persons, or PEPs. If the applicant matches any of the watchlist records, the error will occur.

To resolve this:

1. In the applicant profile, scroll down to the Watchlist block.
2. Review each hit.
3. In the Review panel, click Approve.

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Note

If at least one hit with True positive/Potential match/Unknown result exists, the applicant cannot be approved. To approve such case, every hit with a state different from False positive should be marked as Whitelisted.

AUTO_REGULATIONS

This error occurs when the system detects the wrong country and/or date of birth based on the applicant information.

To resolve this in case of wrong date of birth:

1. In the applicant profile, go to the Document information block.
2. Correct date of birth and click Save.
3. In the Review panel, click Approve.

To resolve this in case of wrong country:

1. In the applicant profile, go to the Document block.
2. Correct country of the document and click Save.
3. In the Review panel, click Approve.

Issues that cannot be resolved manually

The following checks cannot be resolved manually as they are the results of third-party checks:

• Email check
• IP check
• Phone check
• Background check

To approve such checks:

1. In the Dashboard, go to the Applicants page.
2. Open the applicant profile.
3. In the Review panel, click on the right side of the Approve button.
4. Choose Force approve.

In case of using Force approve, the system will ignore these checks and change the status of the applicant to Approved, bypassing any pending checks.

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Important

When using Force approve, the approval is your responsibility. Sumsub is not responsible for this decision or its consequences.