Clients can't submit verification requests in the B2CORE UI

Troubleshooting client issues with submitting verification requests in the B2CORE UI

Problem

A client can't submit a verification request in the B2CORE UI and encounters an error.

Possible reasons

This issue may occur due to one or more of the following:

• The required verification level isn't available to the client.

• The KYC provider connection isn't properly configured or disabled in the B2CORE Back Office.

• Your KYC provider subscription or plan is invalid, inactive, or unpaid.

Solution

To fix verification issues:

1

Check the availability of verification levels

• In the Back Office, navigate to Verification > Levels.

• On the Levels page, check the Visible column and ensure the relevant level is marked as visible so that clients can obtain it.

• To make the level visible, click the Edit button to open the level details and select Yes in the Visible dropdown.

• Click Save to apply the changes.

2

Check the KYC provider connection settings

• In the Back Office, navigate to System > External connections.

• Locate the connection to the provider used for verification, such as SumSub, SuftiPro, or others.

• Click the Edit button for the relevant connection to open its details.

• Review the connection settings and adjust them if necessary.

• Ensure the connection is enabled.

  For details, refer to:

  • How to use SumSubstance

  • How to use ShuftiPro

3

Verify that your KYC provider subscription or plan is valid, paid, and active

If the subscription has expired or is inactive, clients won't be able to submit verification requests via the KYC provider.