Troubleshooting Failed Identity Verification

Guide: Troubleshooting Failed Identity Verification

October 2021

When creating a new account on, individuals are required to verify their identity by answering a series of questions based on information in their credit report, such as former addresses, the bank where they have a mortgage or auto loan, or the year they signed up for a specific credit card. allows two attempts to verify identity, if the individual fails both attempts they will not be allowed to submit their application until their identity can be verified.

This guide outlines the steps you should take to troubleshoot a failed identity verification.

Additional Resources

OE9 Webinar: Part IV Preventing & Resolving Data Matching Issues

Reference Guide to Immigration Documents