Error: Customer verification status is not valid for kba

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!