# Customer verification statuses

**URL:** <https://discuss.dwolla.com/t/customer-verification-statuses/8324>\
**Category:** Customers\
**Created:** [August 19, 2022, 10:43am UTC](https://discuss.dwolla.com/t/customer-verification-statuses/8324 "2022-08-19T10:43:39Z")\
**Posts on this page:** 4\
**Page:** 1

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**Author:** ![klaudia.on](https://avatars.discourse-cdn.com/v4/letter/k/f08c70/32.png) [@klaudia.on](https://discuss.dwolla.com/u/klaudia.on)\
**Post date:** [August 19, 2022, 10:43am UTC](https://discuss.dwolla.com/t/customer-verification-statuses/8324/1 "2022-08-19T10:43:39Z")

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Hi 👋

I want to make sure I understand correctly the verification process. Especially the customer `status` transitions.  
We have KBA enabled. Can I assume that statuses will change according to my notes:

`unverified` → `retry` or `suspended` or `verified`  
`retry` → `kba` or `suspended` or `verified`  
`kba` → `document` or `verified` or `suspended`  
`document` → `verified` or `suspended`

If user failed first attempt of the verification he can be placed only in `retry` or `suspended` status?  
Is there any possibility that the status will change to `document` instead of `retry`?  
The same question about `retry`, can status change directly to `document`?

Bests,  
Klaudia

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**Author:** ![shreya](https://sea2.discourse-cdn.com/dwolla/user_avatar/discuss.dwolla.com/shreya/32/2154_2.png) [@shreya](https://discuss.dwolla.com/u/shreya)\
**Post date:** [August 24, 2022, 7:44pm UTC](https://discuss.dwolla.com/t/customer-verification-statuses/8324/2 "2022-08-24T19:44:53Z")

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Hi @klaudia.on – you’re spot on! With KBA enabled, those are the correct status progressions.

**If user failed first attempt of the verification he can be placed only in `retry` or `suspended` status?**

- Correct!

**Is there any possibility that the status will change to `document` instead of `retry` ?**

- No. After the first attempt fails, we always put the account into retry to give the user a chance to correct any information they may have miskeyed and also to enter their full SSN.

**The same question about `retry`, can status change directly to `document`?**

- Only if KBA is disabled, or if it is a Business Verified Customer type. KBA only applied to Personal Verified Customers.

Hope that helps! Let me know if you have any clarifying questions!

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**Author:** ![klaudia.on](https://avatars.discourse-cdn.com/v4/letter/k/f08c70/32.png) [@klaudia.on](https://discuss.dwolla.com/u/klaudia.on)\
**Post date:** [August 29, 2022, 9:20am UTC](https://discuss.dwolla.com/t/customer-verification-statuses/8324/3 "2022-08-29T09:20:41Z")

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Thanks @shreya!

One follow-up question:  
If the user is already `verified` is there any possibility that the status will change to `suspended`?  
If so, what can cause it?

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**Author:** ![shreya](https://sea2.discourse-cdn.com/dwolla/user_avatar/discuss.dwolla.com/shreya/32/2154_2.png) [@shreya](https://discuss.dwolla.com/u/shreya)\
**Post date:** [August 29, 2022, 4:57pm UTC](https://discuss.dwolla.com/t/customer-verification-statuses/8324/4 "2022-08-29T16:57:19Z")

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Hi @klaudia.on – a Customer may move from verified to suspended if they get a return code that has that automated action as mentioned in our list of return codes here - [ACH Transfer Failures | Dwolla API Documentation](https://developers.dwolla.com/concepts/transfer-failures#list-of-possible-return-codes-descriptions-and-actions)