There are multiple reasons why you may not be able to complete ID Verification in line with the DBS guidelines. In this article, we will examine what to do in the most common situations.  

Incorrect Information 

If you encounter information on the application which differs from the details contained in the Subject’s documents, you must contact them to confirm what is correct. 

You must not submit the application. 

If the Subject confirms the application information is correct, and the documents are wrong, please see the next section. 

If the application information is incorrect, you can edit this information by selecting the ‘edit case related data’. Once you have amended the necessary data, you can continue to IDV. 

Invalid Document 

If the document is incorrect or invalid, press the red button to reject the document. 

Contact the Subject to request a replacement document. Once they have sent this it will need uploading into their application. 

 
At the bottom of the form there will be an "Add Document" button 

Once the Route (Usually Route One) and document type have been selected, upload the document. Once added, upload as many documents as required for the DBS application type. 

Uploading these documents ensures there is a full audit trail of documents used with applications. 

Once you have resolved the query, you will be able to continue with the ID verification as normal. 

Should you have any questions at any point, contact our team.