Overview
Through Glide’s fraud partner, Plaid Identity Verification (Plaid IDV), we’re able to safely approve the majority of applications. However, there are situations where a member gets placed into the “Pending” queue (manual review) after application submission due to failing one or more of the Plaid IDV steps. This guide will explain what causes an applicant to fail Plaid IDV, and what resolution steps staff members should take on the application.
For more information on these checks (Identity Check, Risk Check, Watchlist Screening), please see our Fraud Overview guide.
Plaid IDV Cases
Below are the scenarios in which an applicant can fail Plaid IDV, and what Glide recommends the staff member do to for each scenario.
Please note: Sometimes, an applicant can “Fail” a check even though they are a legitimate individual. Please review the application carefully to check for typos or unintentional mistakes. These applicants might not need to go through the step-up or retry process.
If you are in person with the member, selfie check does not need to be run as long as the person matches the photo identification provided.
Applicant Fails “Lightning” Check
Plaid IDV conducts an identity check on the applicant by comparing their PII with authoritative data sources (see Fraud Prevention Overview for more info).
Resolution Path
Situation | Action | Details |
Name - No Match | If minor typo, correct manually. Otherwise, issue Lightning and Selfie Check. | If significant mismatch with drivers license, issue a Lightning and Selfie Check retry. Communicate to the applicant that they must use their government name listed on their ID document. |
DOB - No Match | If minor typo, correct manually. Otherwise, issue selfie check. | If mismatch with ID document, issue selfie check. If selfie comes back approved, edit the applicant DOB within Glide to match ID document. |
Address - No Match | If address matches ID, ignore. Request proof of address. | If address matches ID, no further action is needed. If mismatch with drivers license, request proof of address. |
Address is PO box or Commercial | Request a physical address from the applicant with proof of address. | Request a physical address from the applicant with proof of address. |
SSN - No Match | Request SSN Card and Selfie Check. | If SSN is not found, request SSN Card and Selfie Check. Plaid is not able to scan SSN cards. Please have the applicant attach this in an email/support ticket when you reach out. |
Applicant Fails Document Verification
Plaid checks that the information on an applicant’s document matches their PII, screens fake IDs, and ensures the document is readable.
Resolution Path
If documentary verification has failed all three times, request a retry for Documentary Verification from the applicant and inform them what to keep in mind while taking a photo of their document.
Failed Category | Meaning | Resolution |
Name Comparison | The submitted name is not a match to the data we extracted from the document. | - If significant mismatch with drivers license, then issue lightning and selfie check to verify the name. Communicate to the applicant that they must use their government name listed on their ID document. |
DOB Comparison | The applicant submitted a date of birth that does not match the data we extracted from the document. | - If mismatch with ID document, then issue selfie check. |
ID Type Comparison | The document type that we extracted does not match the document type the applicant selected during the verification process. | If your credit union does not accept the ID type that was submitted, request an ID document from the applicant with the preferred type. |
Country Comparison | The issuing country of the document does not match the country the applicant resides in. | If your credit union does not accept the country of the ID document that was submitted, request an ID document from the applicant with the preferred country. |
Portrait Presence | The submitted document does not contain a portrait | Request a retry for Documentary Verification and let the applicant know to submit a document with a portrait |
Portrait Details | Portrait Details does not appear authentic. | Request a retry for Documentary Verification and let the applicant know to submit a document with a portrait |
Image Composition | Image composition does not appear authentic. | Request a retry for Documentary Verification and let the member know they must take a photo of a document. They are not allowed to upload a photo of an ID or take a picture of a picture. |
Integrity Check | Document not not appear intact. The pictured document seems to damaged. | Request a retry for Documentary Verification and let the member know they must take a photo of a document. They are not allowed to upload a photo of an ID or take a picture of a picture. |
Detail Check | We check each document's details to ensure they match the jurisdiction's template. For example, field alignment, coloration, and identifying symbols. | Request a retry for Documentary Verification and let the member know they must take a photo of a document. They are not allowed to upload a photo of an ID or take a picture of a picture. |
Expiration | This document was expired at the time of verification. | Request a retry for Documentary Verification and let the member know to take a picture of an active ID document that is not expired. |
Issue Date | Issue date was not successfully extracted. | Request a retry for Documentary Verification and let the member know to take a clear photo of the ID. |
Applicant fails Risk Check
In addition to Lightning/Document Verification checks, Glide also applies a Risk check to applicants (see Fraud Overview for details on this check).
Resolution Path
Risk Check | Risk Level | Checks to Request |
Email Risk | High | ID Document (unless previously captured), Selfie Check |
Phone Risk | High | ID Document (unless previously captured), Selfie Check |
Behavior Risk | High | ID Document (unless previously captured), Selfie Check |
Device Risk | High | ID Document (unless previously captured), Selfie Check |
IDV Network Risk | High | ID Document (unless previously captured), Selfie Check |
Synthetic Identity Risk | Medium or High | Second Document (SSN card), Selfie Check |
Stolen Identity Risk | Medium or High | Second Document (any ID), Selfie Check |
3 or more Risk checks | Medium or High | ID Document (unless previously captured), Selfie Check |
Stolen Identity Risk and Synthetic Identity Risk should be treated with higher severity. If these checks are returned as high, it is not recommended to approve the application.
Applicant fails Watchlist Screening
Glide checks applicants against a number of domestic and international watchlists, including OFAC.
Resolution Path
If a member fails Watchlist screening check, staff members should leave a note in the “Notes” section.
From here, the staff member should follow their organizations policy on OFAC to determine whether to accept or reject the member. To confirm or dismiss a screening, use the following steps:
Click on the “Resolve in Screening” button.
You’ll be taken to the Plaid Monitor view. On this page, you can analyze the hit deeper and confirm or dismiss the hit. Plaid will state what attributes of the member matched with a hit and the list that the member was found on.
Applicant Fails Multiple Checks
If the applicant fails more than one of the above check, this is a higher risk member. For these scenarios, we want to utilize the rest of this guide to find the total additional checks we need to run.
Resolution Path
Make a list of the steps the applicant failed. Review the rest of this guide to find all the additional checks that are recommended for each of the failures. Create a retry that combines all of the additional checks and send to applicant.
How to Request a Retry
Step 1. Request Retry and Send to Member
A video guide on how to request a retry can be found here. If you’d like a step by step instruction, see below.
Start on the Plaid Identity Verification page after clicking “Open in Plaid” for the application.
Then, click the “Request Retry” button at the top. A dropdown should appear.
Next, click “Customize.” Then, select the retry steps you’d like to run. If there are multiple failures, create a retry that combines all of the additional checks and send to applicant. Finally, select “Send Retry.”
Finally, select “Create Link” and use the copy icon to copy the link of the retry. Use your preferred way of reaching out to members (text, email, support tool, etc), write a message with the relevant information, and send the link to the member.
Step 2. Leave Notes
Leave notes of your actions for auditing purposes. State that a retry was sent to the applicant, the link that was sent, and what steps were selected for the retry. It may be helpful to also state how you reached out to the member (in person, email, phone, text, support tool, etc).
Step 3. Change status to “Waiting on Member”
Ensure that you previously changed the applicant assignee to your name. Then, change the status of the applicant from Pending to “Waiting on member”
Step 4. Review Retry
When the applicant responds to your communication, review the retry results. If the retry passes, the applicant can be safely approved. Check to see if the member has submitted all information requested. Some resolutions require you to edit the members application before approving.
Glide will not automatically move the member back to Pending when they complete the retry, so you may want to review all applicants in the “Waiting on member” queue periodically to see if any retries have been submitted.
If the member does not respond after 14 or 30 days (refer to your credit union), the application can be denied.