> For the complete documentation index, see [llms.txt](https://docs.b2core.b2broker.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.b2core.b2broker.com/troubleshooting/verification-issues/clients-can-not-submit-verification-requests-in-the-b2core-ui.md).

# Clients can't submit 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:

{% stepper %}
{% step %}

#### 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.
  {% endstep %}

{% step %}

#### 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 SumSub](/how-to-articles/manage-verification-options/how-to-use-sumsubstance.md)
  * [How to use ShuftiPro](/how-to-articles/manage-verification-options/how-to-use-shuftipro.md)
    {% endstep %}

{% step %}

#### 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.
{% endstep %}
{% endstepper %}


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