Abort reasons
An aborted identification is one the user did not complete in the app. When this happens, the webhook payload (and the reason field returned by GET Identification) carries the abort reason. In some cases the app itself aborts the identification when it hits an unrecoverable technical issue.
Abort reasons fall into three categories:
- UI shown to the user as selectable options when they abort. Only these reasons can be customised.
- User action logged automatically based on a specific user action (e.g. denying camera access). Not shown in the UI because the cause is unambiguous.
- Technical logged automatically when the app encounters an irrecoverable error.
AutoIdent abort reasons
Reasons reported for DocIDV (AutoIdent) flows.
| Abort reason | Type | Description |
|---|---|---|
USER_CANCELLATION_DOCUMENT_NOT_ACCEPTED | User action | The user's ID document is not accepted for the verification process. |
USER_CANCELLATION_DOCUMENT_EXPIRED | User action | The user cannot continue because their ID document is expired. |
USER_CANCELLATION_UNDERAGE | User action | The user is underage and not allowed to continue. |
USER_CANCELLATION_CAMERA_ACCESS_DENIED | User action | The user denied camera permission to the app. |
USER_CANCELLATION_TERMS_DENIED | User action | The user did not accept the terms and conditions. |
USER_CANCELLATION_ESIGNING_REJECTED | User action | The user did not accept the eSigning request. |
USER_CANCELLATION_ESIGNING_NAME_CONFIRMATION_REJECTED | User action | The user's name is specified incorrectly (QES/Signing flow only). |
USER_CANCELLATION_INCORRECT_PHONE_NUMBER | User action | The user aborted because the phone number was incorrect. |
USER_CANCELLATION_SELFIE_NOT_READY | UI | The user was not ready for a selfie. |
USER_CANCELLATION_APP_NOT_SCANNING | UI | The user aborted because the app was not scanning the document. |
USER_CANCELLATION_IDENTIFY_LATER | UI | The user wants to identify later. |
USER_CANCELLATION_USER_NOT_INTERESTED | UI | The user is not interested in performing the identification. |
USER_CANCELLATION_APP_NOT_RESPONDING | UI | The user aborted because the app was not responding. |
USER_CANCELLATION_PRIVACY_CONCERNS | UI | The user aborted due to privacy concerns. |
USER_CANCELLATION_DOCUMENT_NOT_AVAILABLE | UI | The user did not have the ID document available. |
APP_CANCELLATION_APPROVAL_PHRASE_RETRY_LIMIT_REACHED | Technical | QES/eSign flow: the app could not retrieve approval phrases from the backend after multiple retries. |
APP_CANCELLATION_APPROVAL_PHRASE_NO_CONTRACT | Technical | The app encountered a technical error during the Approval Phrases step (QES/eSign). |
APP_CANCELLATION_APPROVAL_PHRASE_INSUFFICIENT_DOCUMENT_COUNT | Technical | QES/eSign flow: the required number of documents to be signed was not received from the backend. |
APP_CANCELLATION_OTP_MATCH_LIMIT_REACHED | Technical | The user reached the maximum number of allowed OTP entries during OTP authentication. |
APP_CANCELLATION_TSP_TECHNICAL_EXCEPTION | Technical | The app encountered a technical error from the TSP side. If automatic retries do not resolve it, the identification is aborted with this reason. |
VideoIdent abort reasons
Reasons reported for VideoIdent (agent video call) flows. All are user-selected from the abort UI.
| Abort reason | Type | Description |
|---|---|---|
USER_CANCELLATION_IDENTIFY_LATER | UI | The user wants to identify later. |
USER_CANCELLATION_APP_NOT_RESPONDING | UI | The user aborted because the app was not responding. |
USER_CANCELLATION_PRIVACY_CONCERNS | UI | The user aborted due to privacy concerns. |
USER_CANCELLATION_LANGUAGE_BARRIER | UI | The user did not understand the agent's language. |
USER_CANCELLATION_AGENT_BEHAVIOUR | UI | The user did not feel comfortable continuing due to the agent's behaviour. |
USER_CANCELLATION_OTHER | UI | Any other reason for which the user did not want to continue. |
note
Only the UI abort reasons are customisable.