# FAQ

# Help for client's customers

# How can we explain to our customers what they need to do to pass the verification?

We have prepared a document which describes in detail all the steps.

# What types of documents are accepted for address verification?

The following forms of proof of place of residence are accepted as UTILITY_BILL document type:

  • Energy provider bill
  • Bank statement
  • Tax assessment
  • Photographic ID
  • Mortgage statement
  • Certificate of voter registration
  • Correspondence between you and a government authority regarding the receipt of benefits such as a pension, unemployment benefits, housing benefits, etc.
  • Utility company bills
  • Bills from energy companies older than three months may not be uploaded as proof of residence. Generally accepted documents are:
  • Gas bill
  • Electricity bill
  • Water bill
  • Cable company bill (but not from satellite TV companies)
  • Landline telephone bill
  • Bills for mobile services such as mobile phone etc. are not accepted as proof of place of residence.

Proof of residence should contain your full name, address and have been issued in the last 3 months.

# File types and storage time

# What file extensions do you accept? Are there file size limits?

MediaType File formats
image/jpeg jpeg, jpg
image/png png
application/pdf pdf
video/mp4 mp4
video/webm webm
video/quicktime mov

Max file size is 50 Mb. You can set min and max thresholds for file sizes right from the dashboard at Global settings tab.

# How long do you keep the documents?

We have no time limit for storing files.

# API issues

# I'm getting a 405 Method not allowed error.

Make sure that you use a correct HTTP verb. E.g. you don't use GET where POST is needed. Also as a rule of thumb specify -H Accept:application/json HTTP header, which makes sense in most cases, unless you are getting binary content like images or PDFs. Refer to the API for more details.

# I'm getting a 415 Unsupported media type error.

Make sure that you use the correct headers provided for the expected return type (in most cases -H Accept:application/json HTTP header) and if you are making a POST request you specify, e.g. -H Content-Type:application/json or -H Content-Type:multipart/form-data headers. Refer to the API for more details.

# I'm getting a 401 error code

Make sure that all authorization headers have been provided according to documentation, App Token was created and used on the same environment (test or production), signature encoded value matches request content, your timestamp matches UTC and was set in seconds not ms.

# Testing in the test environment

# Why is the applicant in pending status for a long time in the test environment?

The test server is only needed to implement integration with us. The test server does not automatically check the applicants. If you need to change the status of the applicant on the test server, you can do this by yourself, please click here for more info.

This method is not only a trigger for sending a webhook, but also changes the status of the applicant. Therefore, if you want to change the status of the applicant, you can use this method.

# SDK functionality

# What languages does SDK support?

We support and have automatic updates on that list of locales:

Code Language
en English
ru Russian
de German
et Estonian
pt Portuguese
hu Hungarian
zh Chinese Simplified
zh-tw Chinese Traditional
th Thai
id Indonesian
es Spanish
tr Turkish
vi Vietnamese
ar Arabic
hi Hindi
ms Malay
ur Urdu
bn Bengali
fa Persian
fl Philippine
fr French
ja Japanese
ko Korean
uk Ukrainian
ro Romanian
fi Finnish
no Norwegian
cs Czech
it Italian
nl Dutch
pl Polish
my Burmese
lo Lao
km Central Khmer

You can provide with any ISO 639-1 code within SDK initialization. If we don't have that locale, it will automatically fallback to English.

# Can I change colours and texts of SDK screens?

You can use custom css for WebSDK by setting it up at flow settings or sending it as a .uiConf.customCss/.uiConf.customCssStr parameter at initialization function.

For MobileSDK there are native support item: Android and iOS.

All SDK texts can be changed right from the dashboard at SDK Translations section of Integrations tab.

# Getting the production credentials

# How we can get the production credentials?

In order to ensure the best experience for you and your users, before giving you access to the production environment, we would like to test the flow and pass the verification as your end-user. To do so, we would kindly ask you to provide us with a link to your server/platform/app.

Ensure that:

  • Integration on the test environment is completed, works and meets your requirements
  • There are no dev console errors or warnings
  • You saved our applicantIds to your database and matched your users
  • You received and successfully processed test webhooks from our side
  • You know how to correlate results received in the webhook payload with your users

Please note that we may send several final webhooks, so be prepared to change the user's status on your side too. A typical example is when a user was approved, but later on he was detected as a fraudster, and therefore we block him with a second "RED" webhook.

# What information should be provided to obtain the production credentials?

Please provide us with:

  • A corporate email where we can send the production credentials
  • Expected amount of incoming users per hour/day/month

Please note that settings won't be transferred from test environment to production automatically. So don't forget to

  • Set up webhooks at the Dev Space tab of production dashboard
  • Transfer levels and flow from test to production using export -> import functionality
  • Tune regulation rules at Global settings tab of the dashboard
  • Create and use production App Token and Secret Key for API authorization
  • Change baseUrl of your RestAPI requests and SDK initialization parameters from test-api.sumsub.com to api.sumsub.com

# Verification results

# Why does your service only support the asynchronous method?

In order to guarantee quality of service we don't really provide the asynchronous method. Some databases can be hanging and therefore it may take a longer time to process a result. Plus, if there is a corner case, it's reviewed by a compliance officer of ours to give you the absolutely correct answer. This way, regardless of the external circumstances, we can guarantee the best possible answer for you. We are interested in the quality and coverage first of all (while at the same time being able to guarantee quite good SLA times).

# Why should we make endpoint for getting webhooks from your service?

Your service should accept webhooks from our service in order to automatically receive information about the results of applicant verification and change the account status in real time. If you think that the result of verification has not been received by your service, you can make a request at any time to obtain the status of the applicant. Click here for more info.

# When I receive a webhook, where is the answer?

It's in the field reviewResult.reviewAnswer. Supported values are GREEN (applicant passed verification) and RED (applicant failed verification, but in most cases he can fix the problem by uploading new documents).

# How can I get the result of an applicant's document recognition?

After verification is complete, we will send a webhook to your endpoint. If "reviewAnswer":" GREEN", then you can take the result of the applicant's document recognition. Click here for more info.

# How can I get the result of checked documents?

After verification is complete, we will send you a webhook to your endpoint. You can then make a request to get the verification results of each document. Click here for more info.

# What's the format of document recognition results?

Different types of documents have different sets of fields that you can get by method after verification is complete.

# Field formats:

# How to notify users about verification result?

After verification is complete, we can send the user an email with the results. Email contains the result of verification and a link, by clicking on which the user can reupload the documents, if the verification was completed unsuccessfully. To have sending emails from our side the checkbox Email notifications at applicant level settings should be checked. It is possible to customize letters in dashboard for production and test environments: you can change the company logo, redirection link and signature. And email texts may be changed via Translations tab on production and test.

Example email

# Others

# What if I have more questions that I can't find answers for?

Please contact us via email, or via Telegram for an even faster response. We are happy to help!

Last Updated: 5/3/2021, 11:05:54 PM