IDV (Manual Document Verification)

Compliant documentation that can be submitted

Proof of Address:

• Bank Statement (issued within 3 months)
• Credit Card Statement (issued within 3 months)
• Utility Bill, (related to water, electricity, gas, landline, home internet) (issued within 3 months)
• Residence permit (containing address)
• Government Issued Documentation (including documents from local authorities regarding address registration, tax or social benefits) (issued within 3 months)

Proof of Identification Document (Age Limit 16+):

• Driving license
• Passport
• National ID Card
• Residence permit (containing date of birth)

General rules of submission

ID documents cannot be a picture within a document (e.g. passport pasted into word), photocopied (unable to verify security features), obscured in any way (e.g. thumb or light hotspot over MRZ), screenshotted (increased fraud risk), expired / invalid or an unacceptable document type.

POA documents need to be uploaded in the original format if they are an electronic document (e.g. bank statements are a pdf, if you screenshot it then it is now converted to a .png), screenshots are not acceptable (increased fraud risk), expired / invalid or an unacceptable document type.

If you’re able to ensure that the above is correct for each document upload and that it is a high resolution photo of a full document (or original digital copy for POA) then this will help to reduce the number of unnecessary refers that you’ll receive due to the documents not meeting out partners requirements for review.

Searching the W2 Portal 

When searching the W2 Portal Dashboard for previous results, the W2 search reference number can be entered into the 'Call ID' section of the filters. This call ID must include the hyphens provided in the originally provided reference.

By default, the date range with show all results in the last month. In order to search for older results, the date range must be changed manually.

IDV Sub-Reason Codes

Reason Code	Description
Expired	Application has been marked as expired, due to duplicate application or inactivity.
ID and POA incorrect	ID and POA documents are non-compliant or do not match registration detail.
ID expired	ID document has expired
ID illegible	ID document is of poor quality or cannot be read. Screenshots, photocopies or black & white images are not acceptable.
ID incorrect	ID document is not in the applicant’s name
ID non-compliant	ID document is non-compliant - voter and tax cards are not acceptable, for example
POA non-compliant	POA document is non-compliant - mobile bills and insurance documents are not acceptable, for example.
POA illegible	POA document is of poor quality or cannot be read. Screenshots, photocopies or black & white images are not acceptable.
ID and POA illegible	ID and POA documents are of poor quality or cannot be read. Screenshots, photocopies or black & white images are not acceptable.
POA incorrect	POA document is not in the applicant’s name or there is an address mismatch.
POA wrong format	POA document file has been converted/altered, please ask the customer for the original file.
POA internet copy	POA document is either a screenshot or printed out electronic document. Please request original PDF document or photo of original document.
POA out of date	POA document is outside of the acceptable date range.
Missing dom photo page or POA stamp	Sub-reason code for Russia, Ukrainian and Belarus applications.
Missing back of ID	POI document is missing image of the back of ID document.
Suspicious docs	POI and/or POA are high risk.
Approve/Fix	An easy fix is required to approve the application, for example a typo, or incorrect DOB.
Refer	Application has been referred to EP for further clarification or require additional documents.