For an AES to be valid and guarantee you the correct level of compliance, we must validate the ID document to provide proof of an unambiguous link with the Signer. For a successful authentification, we need an clean picture of the ID document, without blur, hidden elements on the document used, or with luminosity problems.

Error reasons if an identification fails

The identification of an Advanced Electronic Signature may fail for various reasons, as explained below. You will also receive this information in the webhook signer.identification_failed.

Error name	Error reason
IncompatibleFile	The document could not be processed because the number of pages found does not match the expected count (as defined in the workflow configuration interface), the document is empty, or its MIME type is not supported.
InformationDoesNotMatch	The first name or last name extracted from the document does not match the declared information.
BadQuality	The image of the identity documents is too blurry, or, in the case of a manual process, the agent in charge of verification was unable to perform identification.
FileTooSmall	The image is too small and does not contain enough pixels.
TooManyPixels	The document is too large, or the image is too big, containing too many pixels.
TextCouldNotBeRead	The font size of the text in the image of the identity document is too small to be read.
NameReversed	The first name and last name extracted from the document are reversed compared to the declared information. The order must be corrected.
NoText	No text was found in the document or could be read to identify the user. The submitted document could not be used to extract character strings for matching purposes.
DocumentExpired	The document appears to be expired and cannot be used for valid identification.
MrzCouldNotBeRead	The MRZ lines of the document are considered incomplete. This can occur if the lines are not of equal length or if the MRZ lines are broken, which may happen when characters are missing in the middle of the lines (caused by a flash or shadow).
TooManyAttempts	The same identity card has been used multiple times within a short period and on several different AES; this suspicious behavior prevents the authentication from being validated.
WrongSurname	The first name in the MRZ does not match the one on the front of the identity document.
WrongNumber	The document number in the MRZ does not match the one on the front of the identity document. This alteration does not validate the conformity of the identity document.
WrongName	The birth name in the MRZ does not match the one on the front of the identity document.
BacksideMissing	Part of the document is missing (the back side); the user did not submit both photos for a document that requires a front and back.
DateCouldNotBeRead	The document issue date could not be read. The document must contain a valid and readable issue date.

Reasons for blocked identification

After too many attempts, verification becomes manual to better manage authentication with a human eye or block it to prevent excessive use. You will receive the webhook signer.identification_blocked to inform you of this situation.

🚨 From that point on, the Signature Request will remain in an ongoing status and cannot be signed.

Error name	Error reason
identity_document_is_not_conform	The identity document is non-compliant or there is a suspicion of fraud and raises authenticity concerns that prevent an agent from validating the authentication. The suspicion regarding the document's integrity is too strong to approve it manually.
same_id_after_a_previous_manual_rejection	The user tried again with the same identity document that caused issues in previous attempts and will be blocked to prevent excessive attempts.
other	When an agent in charge of authentication has a doubt that does not concern the integrity of the document or to avoid over-consumption. This case is supposed to be rare.