Ideally, each and every submitted verification should receive a decision on the first try. However, there are instances where this is not possible. For example, due to issues such as very low document or selfie image quality, a decision can't be given, and the session is resubmitted until the captured images are of a good enough quality to enable a decisive decision status.
Sometimes, this in itself can be an issue. For example, if the individual's device is the source of the problem, there isn't a possible resolution even after a resubmission which can result in a resubmission loop.
Veriff's Resubmission limit is meant to ensure that an end user doesn't get stuck on such a negative loop. In addition, when on the Enterprise Plan, this also means you have control over the amount of resubmission's your customer's can make when getting verified.
If users reach their resubmission limit, it may be necessary to create a new verification session. To do this, administrators can use the POST /sessions endpoint to initiate a fresh session, providing users with an opportunity to start the process from the beginning.
How Does It Work?
If your end-user has been prompted to resubmit 9 times during the same session & using the same session ID, their 10th attempt will be automatically declined.
The decline would simply occur as a result of reaching the resubmission limit and they will not be able to make any further resubmissions on that session.
In addition to the resubmission attempt limit, Veriff enforces an upload limit of 40 uploads per verification session. This limit includes additional media captures performed for fraud prevention, such as taking extra photos during each submission. As a result, users might reach the maximum allowed uploads faster than expected.
Creating a new session resolves persistent issues by giving users a fresh start and helps address technical or usability problems that might have caused the resubmission failures. To minimize the likelihood of reaching session limits, users should be advised to capture all required documentation clearly and legibly, ensure proper lighting during the verification process, and use a reliable internet connection.
Reason / Granular Code
When a session gets declined due to the resubmission limit being exceeded, the decline reason code will be:
"539" - "Resubmission limit exceeded"
This granular reason code is also noted in our developer's documentation guide here.
Reusing an Existing Session vs. Creating a New One
When deciding between reusing the same session ID or creating a new session, several factors can guide your decision:
Reusing the Same Session: Recommended for continuity and aligning with billing practices. This minimizes administrative overhead and ensures a smooth process for the user.
Creating a New Session: Ideal when technical or usability challenges occur that prevent successful completion in the current session. This approach resets the process, offering a clean slate.
Best Practices for Verification Sessions
To optimize the verification process and reduce the chances of resubmissions, consider the following best practices:
Clear Documentation: Ensure all required documentation is captured clearly and legibly on the first attempt.
Proper Environment: Advise users to complete verification in well-lit environments without document obstructions.
Stable Connection: Recommend using secure and reliable internet connections for document uploads.
Device Compatibility: If persistent issues occur, suggest trying a different device if available.