Cases for contacting Support
The Support team can help in the following situations:
Help with service usage and configuration
The system is not working as expected
Similar cases regularly produce incorrect outcomes
A technical error occurs
An AML match is missing
A forged document may have been approved
Privacy or data-related matter
If you have concerns about the verification results, feel free to visit our Help Center:
Information needed for faster help
To help us investigate your request more efficiently, please provide any of the following details.
1. Reason for contact
A brief description of the issue
Why you would like us to review the system performance
Expected system or verification level behavior
2. Issue example
The applicant ID, transaction ID, or case ID.
The document ID if the issue involves images or selfies.
The correlation ID, if available.
The rejection label or rejection message, if applicable.
A screenshot that illustrates the issue.
Ways to contact Support
In Dashboard
You can reach the Support team directly in the Dashboard:
1. Log in to your Dashboard
2. Click the Help button in the top-right corner of the page
3. Click Chat with us
4. In the chat widget that opens, click Send us a message
5. Choose a question category and preferred support language
You’ll receive a ticket number that you can use for reference
6. Describe your question and attach any relevant screenshots or applicant IDs
Support widget overview
Support widget overview
Navigate to the Tickets tab to track the status of a ticket.
Once your request is resolved, the ticket will be closed. You can reopen it within a few days by sending a message in the same ticket.
You can download the chat transcript by clicking the three dots icon in the top-right corner of the chat window.
Via Email
You can reach the Support team by email at [email protected]
Please include a brief description of the issue, along with any relevant screenshots
or applicant IDs.