Cancel reasons

A cancelled identification is one that an agent could not complete during review — typically because the data is inconclusive (blurry images, glare, unreadable fields, etc.) or because the agent encountered a process- or technical-level problem. The reason is returned in the reason field of identificationprocess.

note

Cancelled identifications can be retried by the user with the same IdentID.

AutoIdent cancel reasons

Reason	Description
ID_BLURRY	Document is blurry; mandatory data cannot be read.
ID_GLARE	Document has glare; mandatory data cannot be read.
ID_DARKNESS	Document images are too dark to read mandatory data or verify authenticity.
ID_DATA_COVERED	Mandatory data is covered by the user when capturing the picture.
ID_PERSPECTIVE	Document is angled such that mandatory data cannot be read or verified.
ID_DATA	Mandatory data on the document cannot be read.
ID_DATA_OTHER	Any other reason that prevents mandatory data from being read.
ID_NOT_SUPPORTED	Document is not supported for the customer's use case.
ID_EXPIRED	Document has expired.
ID_WRONG_SIDE	Wrong side of the document was scanned.
ID_OUTWORN	Document is worn out — data unreadable or unverifiable.
ID_HAS_STICKER	Document has unacceptable stickers and is treated as damaged.
ID_WRITTEN_ON	Document has writing that makes it unreadable or unverifiable. (Legitimate authority-issued additions are accepted and not cancelled for this reason.)
ID_BROKEN	Document is broken.
ID_DAMAGED	Document is damaged.
ID_DAMAGED_OTHER	Any other reason for a damaged document.
ID_SECURITY_FEATURE_NOT_VISIBLE_NOT_FRAUD	Security features are not visible because the user did not move the document correctly.
ID_SECURITY_FEATURE_VIDEO_SHORT	Security feature video is too short to detect holograms.
ID_SECURITY_FEATURE_VIDEO_CANNOT_BE_PLAYED	Security feature video cannot be played for review.
ID_SECURITY_FEATURE_OTHER	Any other issue with the security feature video.
ID_SECURITY_FEATURE_VIDEO_FILE_MISSING	The Security Features (hologram) video is missing from the result ZIP because of a technical error. Auto-cancel — only when this behaviour is enabled.
ID_SECOND_DOCUMENT	A second document is required (e.g. ID + driver's licence) and was not provided.
ID_SECOND_DOCUMENT_BAD_PHOTO_QUALITY	Photo quality of the additional document is not acceptable.
ID_SECOND_DOCUMENT_DAMAGED	Additional document is severely worn, written on, ripped, or broken.
ID_SECOND_DOCUMENT_EXPIRED	Additional document has expired.
ID_SECOND_DOCUMENT_OTHER	Any other issue with the additional document.
ID_NEED_ADDITIONAL_DOCUMENT	A required additional document (e.g. driver's licence) is missing.
ID_OTHER	Any other issue with the document.
USER_INVOICE_MISSING	Proof of address was required as an additional document but was not provided.
USER_OBSCURED	The user covered their face during face comparison (e.g. wearing a face mask).
SELFIE_BLURRY	Selfie is blurry and cannot be used for face comparison.
SELFIE_GLARE	Selfie or document photo has glare preventing comparison.
SELFIE_DARKNESS	Selfie is too dark to compare with the document photo.
SELFIE_PERSPECTIVE	Selfie is at an angle that prevents comparison with the document photo.
SELFIE_OTHER	Any other issue preventing comparison of the selfie with the document photo.
IDENT_CANNOT_BE_COMPLETED	A technical reason prevented the specialist from finishing the verification.
IDENT_DISPLAY_ERROR	A technical reason prevented the specialist from seeing the data submitted by the user.
IDENT_OTHER	Any other reason that prevented the specialist from completing the identification.
TSP_WRONG_CONFIRMATION_TOKEN	A wrong signing code was entered by the user during the signing step. AutoIdent + QES/eSign only.
TSP_SIGNING_FAILED	The signing process failed due to a technical error. AutoIdent + QES/eSign only.
TSP_CERTIFICATE_EXPIRED	The final signing step took more than the certificate's 1-hour validity window. AutoIdent + QES/eSign only.

VideoIdent cancel reasons

Applicable to VideoIdent and VideoIdent + eSign.

Reason	Description
NO_VIDEO	The agent could not see the user's video.
BAD_VIDEO	Video quality was not good enough to continue.
VIDEO_ENVIRONMENT	The user was not in a suitable environment (e.g. driving).
VIDEO_OTHER	Any other video-related issue.
NO_AUDIO	The agent could not hear the user.
BAD_AUDIO	Audio quality was not good enough to continue.
BAD_AUDIO_ENVIRONMENT	The user was not in a suitable environment (e.g. driving).
AUDIO_OTHER	Any other audio-related issue.
BAD_PHOTO_QUALITY	Photo quality of the user and/or the ID document was insufficient.
PHOTO_OTHER	Any other photo-related issue on the user side.
CONNECTION_LOST	Connection dropped during the identification.
CONNECTION_BAD	The user's internet connection was not good enough to verify their identity.
NO_CONNECTION	The user's connection had dropped before the agent picked the call.
IDENT_CODE_NOT_RECIEVED	The user could not receive the OTP on the specified mobile number.
IDENT_CODE_REPEATEDLY_INCORRECT	The user exceeded the allowed number of incorrect OTP attempts.
USER_LANGUAGE	The user could not effectively communicate in the language of identification.
ID_NOT_SUPPORTED	The provided ID document is not accepted by the customer.
USER_NO_ID	The user did not provide an ID document.
ID_DAMAGED	The ID document is damaged.
DATA_ID_EXPIRED	The ID document had already expired at the time of identification.
ID_OTHER	Any other ID-document-related reason.
DISAGREE_WITH_VIDEO_RECORDING	The user did not agree to being recorded for the purpose of video identification.
USER_WRONG_PERSON	The user is not the same person as the one specified.
WRONG_PHONE_NUMBER	The provided phone number is not correct.
INDECENT_BEHAVIOUR	The user exhibited indecent behaviour.
OTHER_ABUSE	Abuse of the procedure or other inappropriate behaviour.
OTHER_ERROR	Any other error not specified in this list.
FOLLOW_UP_EXAMINATION	The user was performing the identification in a vehicle.

System-set VideoIdent cancel reasons

These reasons are set automatically by the IDnow platform — by the system itself or as a result of agent/user actions outside the standard cancel flow.

Reason	Cause	Description	Products
USER_STARTED_NEW_REQUEST	App / user	The user could not abort gracefully (e.g. phone switched off due to low battery while waiting for agent, app crashed, or the user moved between web and mobile without closing the prior session).	VideoIdent, VideoIdent+eSign, eID, eID+eSign, InstantSign
STALLED_TIMEOUT	IDnow system	A running identification was marked failed because it ran for too long (e.g. user waited 60 minutes for an agent).	VideoIdent, VideoIdent+eSign, eID, eID+eSign, InstantSign
USER_ABORT_WHILE_WAITING	End user	The user aborted via the mobile app or web client while waiting for the agent.	VideoIdent, VideoIdent+eSign
CALL_QUALITY_FAIL	End user	The user started the VideoIdent process but failed or dropped off at the call-quality check step.	VideoIdent, VideoIdent+eSign
AGENT_ABANDONED_IDENT	Agent	An IDnow agent mistakenly closed the identification while it was in progress.	VideoIdent, VideoIdent+eSign
AGENT_ABANDONED_FIRST_REVIEW	Agent	An IDnow reviewer mistakenly closed the identification during the first review.	VideoIdent, VideoIdent+eSign
AGENT_ABANDONED_SECOND_REVIEW	Agent	An IDnow reviewer mistakenly closed the identification during the second review.	VideoIdent, VideoIdent+eSign
AGENT_ABANDONED_SUPERVISE	Agent	An IDnow reviewer mistakenly closed the identification during supervision review.	VideoIdent, VideoIdent+eSign
ENROLLED_TO_WAITING_LIST	System	The user opted to be placed on the voluntary waiting list.	VideoIdent, VideoIdent+eSign
TECH_HOLOGRAM	Agent / user	The agent could not capture the document's security feature correctly.	VideoIdent, VideoIdent+eSign
TSP_SIGNING_FAILED	System	A technical failure occurred while signing via the backend trust service provider (TSP).	VideoIdent+eSign, eID+eSign, InstantSign

eID cancel reasons

Reason	Description
EID_CARD_BLOCKED	The user's eID card was already blocked at the time of identification.
EID_USER_CANCELLATION	The user chose to abort the process.
EID_USER_CANCELLATION_CONSENT_PROTOCOL	Aborted on the consent protocol screen.
EID_USER_CANCELLATION_PREPARE_SIGNING	Aborted on the prepare signing screen.
EID_USER_CANCELLATION_PHONE_CONFIRMATION	Aborted on the mobile number confirmation screen.
EID_USER_CANCELLATION_PIN_ENTRY	Aborted on the PIN entry screen.
EID_USER_CANCELLATION_CARD_SCAN	Aborted on the card scan screen.
EID_USER_CANCELLATION_IMAGE_CAPTURE	Aborted on the eID image capture screen.
EID_USER_CANCELLATION_TNC	Aborted on the terms and conditions screen.
EID_USER_CANCELLATION_VERIFICATION_STEPS	Aborted on the verification steps screen.
EID_USER_CANCELLATION_CAN_ENTRY	Aborted on the CAN entry screen.
EID_USER_CANCELLATION_TRANSPORT_PIN	Aborted on the 5-digit transport PIN screen.
EID_USER_CANCELLATION_WRONG_PIN	Aborted on the wrong PIN screen.
EID_USER_CANCELLATION_VERIFICATION_CODE	Aborted on the OTP verification screen.
EID_USER_CANCELLATION_IDENTIFICATION_FAIL	Aborted on the identification failed screen.
EID_USER_CANCELLATION_NAME_MISMATCH	Aborted on the name mismatch screen.
EID_USER_CANCELLATION_SET_PIN_SUCCESS	Aborted on the successful PIN change screen.
EID_USER_CANCELLATION_LAST_PIN_ATTEMPT	Aborted on the last PIN entry attempt screen.
EID_USER_CANCELLATION_CARD_BLOCKED	Aborted on the eID card blocked screen.