Frequently asked Customer Questions

Additional information and suggested next steps for the most common issues your customers may face

1. Your customer is not receiving the verification codes

The wrong phone number may be on file or may've accidentally been typed incorrectly.

Next Steps: 

• • Double-check with your customer that the correct phone number was used.
  • If you've confirmed the number is correct, contact CertifID Support ([e-mail]) so we can assist.

2. Your customer did not receive the email invitation from CertifID.

You may have entered the wrong email address, or the email from CertifID may be in the customer's Junk or Spam email folder.

Next Steps: 

• • Double-check with your customer that the correct email was used.
  • Have your customer search for an email from [e-mail] in their junk or spam folders in their email system.

3. Your customer is unable to open the email link. 

A pop-up blocker installed on the customer's web browser, or email provider, may be preventing the link from opening.

Next Steps: 

• • Ask the customer to temporarily disable the pop-up blocker on their browser.
  • Ask the customer to open the link using a different browser or device, this should allow them  to open the link.
  • Note: If the request has been canceled or expired, the customer will not be able to access the request. 

4. Your customer's verification code is not being accepted.

Reason 1:  A security or privacy issue with the device that the customer is using to access CertifID. We often see this if the customer is using a corporately managed device with heightened security policies.

Next Steps: 

• • Have your customer try to access the request on a different device.

Reason 2:  The customer is currently located outside of the United States.

Next Steps: 

• • If possible, wait until the customer is back in the United States and have them try again.
  • Send the CertifID request to another customer involved in the transaction, who is currently in the United States.
  • Reach out to CertifID Support ([e-mail]) to verify the issue.

5. Your customer is unable to complete the identity questions.

Reason 1:  The system is having trouble finding information on this customer.

Next Steps: 

• • Ask the customer to try again, while entering in their DOB and/or SSN for best results.
  • If the customer is still unable to receive questions, then there wasn't enough information available and we would recommend moving on to your organization's next best practice for validating identity and disbursing funds.

SSN and DOB:

While these can be sensitive pieces of information, you can reassure your customers that we use fully encrypted security and no one has access to see any of their personal private information. 

Reason 2:  The customer is presented with questions, but they aren't relevant to them.

Next Steps:

• • Ask the customer to try again, while entering in their DOB and/or SSN, to ensure questions for the correct person are being created.
  • Note: People with very common names, or who share a name with a relative, may receive questions not relevant to them. and entering in this additional information should help narrow down questions for that customer.

Reason 3:  The customer was presented with questions about themselves but did not answer them correctly. CertifID considers this a red flag for fraud and recommends you proceed with caution.

Next Steps:

• • If you're confident that is the correct person, you can send another request to have the person try again and they will be presented with a new set of questions.
  • If the customer fails again, they will then be locked out at that point and you will need to use your organization's next best practice for validating identity and disbursing funds.

Thanks for reading, and please contact [e-mail] with any additional questions!