If a Digital Right to Work check fails, the “GPG45” profile will display a Failed status.
The Summary of Checks section will always show the reason for the failure.
Summary of checks
The following checks are included in the Digital Right to Work report.
Permitted Document Type(s) – Confirms whether the applicant uploaded an eligible document.
Document Verification – Confirms the document passed verification checks.
Identity Fraud – Confirms the document passed the Amberhill fraud check.
Liveness – Confirms the submitted selfie is recognised as a live photo.
Face Match – Confirms the selfie matches the person shown on the identity document.
Document Present – Confirms the document was physically present when captured (not taken from a screen or photocopy).
Troubleshooting by Failure Reason
Permitted Document Types
• Confirm whether the applicant holds an eligible document for the required check
• If they do, send a new invitation link with clear instructions
• If they do not, arrange an in-person Right to Work check
Document Verification
Review the Document Verification outcome in the report.
Rejected
• Check the Notes section for further details
• Send a new invitation link and explain why the image was rejected
No Validation
• The system was unable to verify the document
• Arrange an in-person Right to Work check
Failed
• Suspicious or fraudulent characteristics were detected
• Contact TrustID for guidance on next steps
Liveness
This result is determined automatically by the system.
Options:
• Send a new invitation link with clear instructions
• Provide guidance on Getting the Best Image for TrustID
• Alternatively, arrange an in-person Right to Work check
Face Match
Review the Face Match result in the report.
Unsure
• Send a new invitation link with clearer instructions, or
• Arrange an in-person Right to Work check
Failed
• Contact [email protected] for further guidance
Tips for Success
✅ Review the Summary of Checks section first to identify the failure reason quickly
✅ Provide clear instructions to applicants before resending a check
✅ If digital verification cannot be completed, follow the manual Right to Work process