When our users get into retry status, and then we initiate KBA session and get KBA questions, all works as expected.
But if a user kills our app before finishing the KBA questions, the expectation is that I can use the previous KBA session location to retrieve the KBA questions again. This does not seem to be the case.
Instead, I get the error: “Customer verification status is not valid for kba”
My guess is because, at this point, the customer status is “kba” and no longer “retry”.
How should a user become verified if they exit the app during KBA questioning?
Hi @alan_s – a user only has that one chance to answer KBA questions. If they quit the app during KBA questioning phase, then in order to get verified, they must upload a document to verify their identity. In order to trigger the document status for the Customer, you can attempt to initiate a new kba session. If the previous kba session was hung up in a bad state, then the Customer will move into the document status and webhooks are triggered to inform your application.
Hope that helps! Let me know if you have any questions!