Common Errors & How to Resolve Them

Understand the most common errors in the eKYC platform and how to fix them quickly.

This section outlines the most common errors that may be encountered during the integration and usage of our eKYC platform, along with clear explanations and recommended solutions. These errors can occur at different stages of the verification process, ranging from API requests and configuration issues to user input and document quality problems.

The goal of this guide is to help you quickly identify the root cause of an issue, understand why it occurs, and apply the appropriate fix with minimal disruption. Whether you are troubleshooting during development, testing in staging, or handling edge cases in production, this reference is designed to reduce integration friction and improve overall system reliability.

1. Why does the custom watchlist extract incorrect data from the CSV I uploaded?

This usually happens when the CSV file does not match the required column format. To ensure accurate matching:

• Use the correct headers (for example, Full Name, ID Number, Date of Birth).
• Double-check for missing or extra columns.
• Remove any unnecessary formatting (merged cells, extra spaces).
• Save the file as a clean .csv (UTF-8 encoded if possible).

If the format is incorrect, the system may mismatch records or fail to detect entries properly.

2. How do I verify the identity of individuals with the custom watchlist?

Once your custom watchlist is uploaded correctly, the platform automatically checks every new verification against it.

• If a match is found, the system will flag the verification for review.
• Compliance officers or admins can then decide on the appropriate action (approve, reject, or request further documents).

3. What type of documents are expected from document verification?

IDmeta supports over 2,500 document types across 120+ countries, including:

• National identity cards
• Passports
• Driver’s licenses
• Residence permits
• Other government-issued IDs

Always ensure the document is valid (not expired) and captured clearly.

4. Why can’t the picture or document I upload be used for verification?

There are a few common reasons:

• Image quality issues – Blurry, too dark, cropped, or glare.
• Invalid documents – Expired ID or fake / tampered files.
• Unsupported format – Only JPG, PNG, and PDF files are accepted.
• Security issues – If the system detects manipulation or mismatched data, the upload will fail.

Tip: Use a high-resolution photo in a well-lit environment and upload official, unaltered documents.

5. How do I disable the multi-side document upload in document verification?

You can configure this in the Trust Flow Builder:

1. Go to the Document Verification step settings.
2. Choose whether to require front only or front + back upload.
3. Save the Trust Flow.

This flexibility allows businesses to balance security with user convenience.

Need help?

If you still face issues after trying the steps above, please contact our support team at [e-mail].