Handling Identity Mismatch Errors

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Available on 21 July - We invite you to prepare this integration before this date.

Understanding the blocking mechanism after a name mismatch

When an identification attempt fails due to a mismatch between the information declared by the Sender and the data extracted from the Signer's ID document, the Signer will be automatically blocked. This mechanism ensures:

• Optimized chances of success on the next identification attempt.
• Reduced credit consumption when identification is bound to fail due to mismatched information.

You can see the errors concerned on this section. Once blocked, the Signer will see a waiting page and will be instructed to contact the Sender to resolve the issue.

How to Correct a Signer's Information After a Matching Error

To allow the Signer to attempt identification again, the Sender/Integrator must follow this three-step process:

1. Make sure you're well received the webhook signer.identification_blocked to have the expected_first_name and the expected_last_name, the names read from the Signer’s ID document;
2. Unblock the Signer with the dedicated endpoint POST /signature_requests/{{signatureRequestId}}/signers/{{signerId}}/unblock_identification. Signers can't be updated if they've the blocked status;
3. Update the Signer information with the names provided thanks to the webhook with the dedicated endpoint PATCH /signature_requests/{{signatureRequestId}}/signers/{{signerId}}.

Please note that the Signer must absolutely re-use the same identity document to ensure that the next attempt is optimised.

✅ Important: The identification process cannot resume until these steps are completed (so the Signer will remain blocked until it is at least unblocked). Make sure you implement this logic to ensure a smooth user experience and prevent credit waste.