Why Is This User Unverified?

Steven

Updated February 02, 2023 01:24

Question

Why does this user's account say they are Unverified?

There are several reasons why a user might showed as unverified in the Synapse Dashboard. Expand the section below to uncover the reasons why:

Blacklisted or Invalid SSN

This article outlines the process for resolving an Invalid SSN issue.
If a user has a blacklisted SSN, this means there is another user in our system with the same SSN that is locked.
- If you would like for Synapse to investigate the blacklisted SSN, please submit a ticket to help@synapsefi.com

Invalid Photo ID

This article outlines the process for troubleshooting and resolving an invalid photo ID issue.
Typically, photo IDs may be marked as Submitted|Invalid for the following reasons:
- The name on the photo ID is not an exact match to the name on the account
- The image is blurry or does not clearly display all four corners of the photo ID
- The photo ID is expired
- Additional invalid reasons can be found here.

Invalid EIN or TIN

If the user's TIN is invalid - Synapse requires an EIN Letter (Form CP575 or 147c) for manual review
The number listed on the EIN letter should match the number supplied as the user's TIN
The business name on the EIN letter should be a direct match to the business name on the user's account
- If the business name is not a direct match, a DBA or proof of name change document will need to be uploaded to the user's account.
  - Once the DBA or proof of name change document is uploaded, please reach out to help@synapsefi.com to initiate manual review

Missing KYC

KYC requirements can be located within your spec sheet. These are listed under each CIP tag and tier
- The user must meet all KYC requirements per their CIP tag/tier in order to be eligible for 'Send and Receive' status
- This article outlines the process for uploading KYC to a user's account

Low ID Score

If your platform has ID score enabled, the user's ID score must be within a certain threshold in order to be 'Send and Receive'.
For each user, ID Score assigns a trust level (low,med or high) and an id score (0.0-1.0) after evaluating the authenticity of user input details.
While KYC programs vary across our customers, our general guidance is to follow the chart below

trust_level	KYC Requirements	Example KYC
`low`	Perform EDD by requiring additional documents and potentially a manual review.	SSN + Govt ID + Video Auth + Manual Review
`med`	Ask for additional documentation, but still an automated review.	SSN + Govt ID
`high`	Ask for minimum KYC information.	SSN