Troubleshooting: Address Verification

While address verification is typically a straightforward process, occasional hurdles may arise for clients. In such instances, this guide serves as a valuable resource to navigate common challenges and ensure a smooth verification experience. By familiarizing yourself with potential issues and their solutions, you’ll be equipped to address any unexpected obstacles that may arise during the verification process.

1. Most common problems

If your client struggles with the process, it’s usually for a few reasons. Common reasons for failed address verification include:
• Submitting an incomplete address;
• Not granting live location access;
• Not being at the intended verification location.

Most common problems

2. Most common problems

Understanding these common issues can address most client problems and aid in evaluating verification results.

Most common problems

3. Ask to describe the problem

For most troubleshooting scenarios, the following steps should address common issues:

• Begin by asking the client to describe the problem and determine where they are stuck, then advise accordingly.

Ask to describe the problem

4. Address related issues

• For address entry issues, ensure the client provides a complete address: house number, street, postcode, city, region (if relevant), and country. If not found automatically, suggest manual entry.

Address related issues

5. GPS detection issues

• For GPS detection issues, confirm they’ve granted location access for their browser. If persistent, recommend trying another browser.

GPS detection issues

6. Upload issues

• If they face problems during document upload, check: – Device access for uploads. – The document format (JPG, PNG, GIF, or PDF). – All required fields, such as ‘issuing company name’ and ‘document date’.

Upload issues

7. Persistent problems

• If the problem remains unidentified, suggest attempting the process on a different browser or device. Since address verification does not have a time constraint, clients can retry on an alternative device. Also they can close and reopen the link in case they are not at the address intended to be verified. If issues persist and solutions are unclear, feel free to contact our support team.

Persistent problems

8. Address Verification – Troubleshooting one-pager

More information can be found in Mesh ID Address Verification – Troubleshooting one-pager.

Address Verification - Troubleshooting one-pager

We hope you find this guide useful, please check our other guides. If you have any questions, please reach out to our support team.

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