Common Verification of Identity (VOI) Errors in Simpology and Their Resolutions
When using Simpology, customers may occasionally encounter issues related to the Verification of Identity (VOI) process. These errors often stem from system limitations or third-party processes outside of Simpology's direct control. Below, we outline common VOI errors, their meanings, and steps to resolve them.
What is the VOI Process?
VOI stands for "Verification of Identity," a critical step handled by third-party providers to confirm an applicant's identity. Simpology facilitates this process by sending VOI links or requests to applicants, but Simpology itself lacks direct visibility into the internal workings of the third-party systems. Therefore, resolving some VOI issues may require specific actions from users.
Common VOI Errors and What They Mean
1. "Service Expired" Error Message
This error indicates that the third-party VOI service request or link has expired. Since the VOI process relies on external systems, the expiration of links is a common issue when requests are not acted on promptly. Resolution: Send a new VOI request or link to the applicant, ensuring they use the updated link to complete their identity verification.
2. "Error When Requesting Digital Service – Expired Has Been Received"
This error specifically arises when the original VOI request or link becomes invalid due to aging out and is no longer usable. Resolution: Similar to the "Service Expired" error, submit a new VOI request and ask the applicant to use the latest emailed link.
3. System Errors and No Attempt Logs
Some VOI errors are caused by system errors and do not indicate that the applicant has attempted verification. Resolution: Resend the VOI request link and ensure the applicant has the updated email. This will prevent confusion and restart their verification process.
4. General VOI Errors and Proceeding with Applications
If you see a VOI or ID verification error, it typically does not block the submission of applications. Users can proceed as long as the VOI and Consent processes are eventually completed. Resolution: Ensure all applicants complete their VOI and provide consent. Lenders will notify you if further identity verification is required after submission.
"At Least One Verification Process Must Be Completed" Message
This message appears when required verification steps have not been completed. In Simpology, the process involves:
Completing Consent: Applicants must provide consent to proceed.
Completing VOI: Ensuring the Verification of Identity process is fully performed.
Conducting Income Verification (if applicable): - If Income Verification via payroll passes, no further action is needed. - If it fails, applicants should complete Income Verification via Uploaded Documents.
Resolution: Follow the steps above to resolve this message, ensuring all required processes are completed.
Best Practices for Avoiding VOI Errors
Promptly inform applicants to check their email and act on any VOI requests.
Resend new links promptly if existing ones expire or errors are encountered.
Regularly communicate with applicants to ensure verification steps are completed for a smooth application process.
By addressing these common errors and following the provided resolutions, you can efficiently manage VOI-related issues in Simpology.