• Yoti App Error Codes

Modified on Mon, 28 Oct at 2:12 PM

[CA]

This article covers the common error codes displayed in the Yoti App and the reason.

Most times, reaching out to Yoti can resolve your issue.

When the Digital Right to Work and Digital Identity Checks fail via the Yoti app, an error code is provided
Yoti has provided a basic description of these codes
Further information obtained has also been added to assist in your understanding

REASON	DESCRIPTION	FURTHER INFORMATION
MANDATORY_DOCUMENT _NOT_PROVIDED	The user does not have sufficient documents to reach the target level of identity verification	Used an expired identity document Only driving licence has been provided Another document to meet the level of assurance for the configured scheme is required
FRAUD_DETECTED	Suspected fraud for the given identity. Therefore, unable to reach the required identity profile. This should be reviewed	Requires query directly with Yoti for further details
UNABLE_TO_VALIDATE _DOCUMENT	We could not successfully validate a required document (for reasons other than suspected fraud, e.g. capture error)	A document has failed the document authenticity check, most likely because of the image not being clear enough. (the image could be too blurry, or there might be glare obstructing the data)
MISSING_LIVENESS	Returned if the session does not pass a liveness check	The Liveness check has failed on all 3 attempts
IDENTITY_CHECK_FAILED	Additional checks on a user’s identity, required to meet the level of confidence, have been unsuccessful. Will be triggered by a Politically Exposed Person or deceased flag	The additional identity checks performed have been insufficient for us to reach a high enough score for the "identity profile" to meet a medium or high level of assurance
UNABLE_TO_COMPLETE _CHECKS	Required checks could not be completed	One or more of the mandatory checks could not be completed
COULD_NOT_VERIFY _ADDRESS	Could occur if the address was not verified for any reason after the applicant leaves the session	We use a third party for the address check. If the address the user gives us does not match in our third party's database, we can't verify their address. This does not mean the user does not live there, only that we can't verify they do
UNABLE_TO_VERIFY _ADDRESS	Identity profile has been generated but the candidate's address was not verified	We simply could not match this user's details to the database of our address check provider. Not able to verify the address of the individual, as their details are not on the Credit Rating Agency's database used to compare against, no match was found. In rare cases, could be an issue with a third-party system
FACE_MATCH _VERIFICATION_FAILED	The face match check could not be performed	The face match was not able to be performed. e,g document image too blurry
ACTIVITY_HISTORY _SCORE_INSUFFICIENT	The profile has not reached the required activity history score for the specified scheme	The scoring system (Score 1, 2, 3 & 4) is explained in the DBS guidance (Link Below)
https://www.gov.uk/government/publications/identity-proofing-and-verification-of-an-individual/how-to-prove-and-verify-someones-identity
IDENTITY_FRAUD _SCORE_INSUFFICIENT	The profile has not reached the identity fraud score for the specified scheme	The levels of confidence (Low, Medium, High & Very High) is explained in the DBS guidance (Link Below)
https://www.gov.uk/government/publications/identity-proofing-and-verification-of-an-individual/how-to-prove-and-verify-someones-identity
IDENTITY_FRAUD _AND_ACTIVITY_ HISTORY_SCORES _INSUFFICIENT	The profile has not reached both the identity fraud activity history scores for the specified scheme	The scoring system (Score 1, 2, 3 & 4) is explained in the DBS guidance. The levels of confidence (Low, Medium, High & Very High) is explained in the DBS guidance (Link Below)
https://www.gov.uk/government/publications/identity-proofing-and-verification-of-an-individual/how-to-prove-and-verify-someones-identity
LEVEL_OF_ASSURANCE _NOT_SUFFICIENT	Level of assurance for the scheme has not been reached. This is specific to combination routes and would occur if the identity has reached a Medium Level of Confidence, but not a High if requesting a Standard or Enhanced identity check	The levels of confidence (Low, Medium, High & Very High) is explained in the DBS guidance (Link Below)
https://www.gov.uk/government/publications/identity-proofing-and-verification-of-an-individual/how-to-prove-and-verify-someones-identity
ABANDONED	Expired sessions will eventually be set to ABANDONED. There is approximately a two-hour delay between this aborted reason appearing from expiry	The time the user has to complete the process has runout, they can no longer access the link

Important:

Yoti clears their logs after 60 days.
Checks are only stored in the security centre for review for 28 days.
If a check exceeds this time since the authentication date, we cannot get a reason for the failure.

Call their Support Team on +44 (0) 161 850 2004.

Email help@yoti.com.

Email customerservice@gov.je if you are having issues with logging into your onegov account.

Email yubo@yoti.com if you have any bug or technical problem while using Yoti.

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